Genesys Engage - 4x4 solution
Updated November 30, 2021
Genesys Engage - 4x4 solution
Score 9 out of 10
Overall Satisfaction with Genesys Multicloud CX (formerly Genesys Engage)
Genesys Engage is being used as the core solution of the Contact Center. It currently manages all inbound and outbound VoIP communications [and] it manages the routing to agents as well as the IVR. All the reporting and analytics of the CC are being managed by Genesys as well; helping to get precise metrics and insights to the sales and publicity teams as well as helping the business to acknowledge their strengths and weaknesses. The reporting is divided in[to] historical and real time reporting. While historical reporting is focused to provide statistics and insights to implement long term strategies or control them, real time reporting focuses on the manage[ment] of the Contact Center on a daily basis. The best thing [about] Genesys is the impressive number of configurations that can be done to tailor the solution at the needs of the business. We are currently implementing the eServices solution where we will be able to handle multimedia interactions like chat, email, Facebook and Instagram messages (both private and public) as well as integrations with custom chat services, Whatsapp and WebForms. Email services are already online, having great results on the answer rate as well as the routing to the corresponding agent to answer it.
- Managing media interactions (either traditional, VoIP or multimedia).
- Can be customized to your business needs.
- Easy to use applications but with great depth and lots of functionalities.
- Highly customizable business rules and routing logic
- Efficient agent selection
- Improve the real time reporting to be able to have metrics on an Organization Level.
- Have more didactic documentation at hand for the customization of the platform.
- Recording and analytics of the calls.
- Multimedia (chat, Facebook interactions, etc) channels.
Do you think Genesys Multicloud CX (discontinued) delivers good value for the price?
Are you happy with Genesys Multicloud CX (discontinued)'s feature set?
Did Genesys Multicloud CX (discontinued) live up to sales and marketing promises?
I wasn't involved with the selection/purchase process
Did implementation of Genesys Multicloud CX (discontinued) go as expected?
I wasn't involved with the implementation phase
Would you buy Genesys Multicloud CX (discontinued) again?
Genesys Engage is a great solution to Contact Centers. If you manage voice interactions or multimedia interactions, Genesys Engage will have a solution for your needs. All of their solutions are tested and have been validated by several companies around the globe. It's prepared to handle loads of traffic and all their solutions are scalable if needed. It can be multi-site or single site, so it fits your company needs around the globe. So if you have a medium - large organization, either single or multi-site, with any kind of media, Genesys Engage is the Contact Center solution that can fit your needs. In case you have a small organization, I wouldn't recommend Genesys Engage since it can need quite [a lot] of infrastructure. Instead I would go for the Genesys Cloud solution, which it takes away the infrastructure fee and have a more all-in-one feeling, giving you the chance to acquire new features on demand.