Item: Genesys Multicloud CX (discontinued)
Rating: 9
Author: Verified User

Overall Satisfaction with Genesys Multicloud CX (formerly Genesys Engage)

Use Cases and Deployment Scope

In my current organization, as a reseller of premium contact center technologies in, we pitch, consult, deploy Genesys Engage and Cloud platforms to our customers and provide professional services along with long term support to them. Apart from helping our customers to transform their contact center solutions with this robust technology, Genesys Engage is deployed for BT's own CX platform across organization. Moreover, during this COVID pandemic situation, we came across the concerns from customer to enable their associates to work from home as well, we found our best solution in Genesys Cloud offering called Genesys Cloud (formerly Genesys PureCloud) which helped our existing customers to continue with their business operations during the pandemic as well which resulted in very good CSAT score.

Pros and Cons

Pros

Platform and hardware independence.
Easy to scale.
Super customizable and rebranding.
Easy to debug.
Very good after sales Customer Support.
Fantastic and easy to use User Interface Design.
Adapted to widely accepted network and software protocols.
Regular software updates and defect resolutions.
Good adaptability to existing CRM solutions.
Wide variety of software connectors and adapters.
Wide variety of SDKs are available to build custom apps.
Very good outbound functionality and predictive dialing algorithms.
Very good documentation.
Vast community and forum.

Cons

Centralized Software Installation and Upgrade facility can be optimized to great extent to reduce deployment/maintenance time.
The newer web versions of GA and GAX still lack some very good and flexible features of CME (the older version).
I can see a very good scope where all the software and services can be containerized (using docker, kubernetes containers) which is still missing.
Genesys lacks powerful tools to transform from other platforms (such as Aspect, Cisco, Avaya, etc.) seamlessly..
Costlier.

Alternatives Considered

Aspect Unified IP, Verint Workforce Management, Avaya Cloud Office, Avaya OneCloud CCaaS, eGain, Cisco Unified Communications Manager (Call Manager), Cisco Unified Contact Center and Adobe Audience Manager

The above mentioned technologies also provide the same solutions as Genesys Engage does. However, Genesys Engage leads this market as this solution package contains all the functionalities provided by different software mentioned above as distinct functionality is provided by them. Such as Verint call recording and workforce management is also considerably good however, instead of purchasing Verint services separately, Genesys provides the same functionality within itself.

Future Planned Uses

Bot/AI/Machine Learning is the next big thing, Genesys is already into it but I want to see the more deep dive to be used in each and every possible aspect
I want to see Genesys focusing on building/improving the migration tools, which can make the transformation seamless
The Analytics and Insight section can be strengthen so that the business intelligence layer can be fine-tuned within Genesys itself.
Voice Biometrics and Speech Analytics can be improved a lot, so that the self-service or IVR can me bade as interactive and simple to feel like taking to a live agent.

Key Insights

Do you think Genesys Multicloud CX (discontinued) delivers good value for the price?

Not sure

Are you happy with Genesys Multicloud CX (discontinued)'s feature set?

Yes

Did Genesys Multicloud CX (discontinued) live up to sales and marketing promises?

Yes

Did implementation of Genesys Multicloud CX (discontinued) go as expected?

Yes

Would you buy Genesys Multicloud CX (discontinued) again?

Yes

Other Software Used

Genesys Cloud CX (formerly Genesys Cloud), Avaya Cloud Office, Cisco Webex Experience Management

Likelihood to Recommend

Genesys Engage is very much suited to all fields of product/services. It is the best CX Solution I have came across. The scenario where I feel it to be less suited is lesser number of agents/associates as it comes with a cost. For Businesses with less head counts, customization and infrastructure overhead, Genesys Cloud CX can be selected as their CX Solution instead of Genesys Multicloud CX

Genesys Multicloud CX (discontinued) Feature Ratings

Using Genesys Multicloud CX (formerly Genesys Engage)

Users and Roles

100 - We in BT are reseller and Gold partner of Genesys contact center providing solutions based on premise, cloud architectures. We document, design, build, deliver and support the Genesys Contact Center solutions. We are a specialized group of experienced professionals having vast experience in designing, customizing the Contact Center solution which suits best to every customer requirements. Our portfolio includes all areas of business including banking, travel, logistics and many more.

Support Headcount Required

100 - Professionals in our organization are specialized and certified in all areas of Genesys contact center solutions that any requirement or issues are taken care off within our organization itself. We are segregated as a group of Technical Consultants, Designers, Solution Architects, Developers, Implementors, Testers and tiered Support teams which collaborate to provide an end to end tested and verified solution with long term support to cater upcoming enhancements.

Business Processes Supported

Premium Travel Companies
A logistic Organization
Well known banks

Innovative Uses

Introduction of secure pause and resume feature so that customer can complete the payment while on call with Agent.
Designed a Chat Widget which automatically recognizes and mask PCI data including all credit/debit cards, social security numbers and Phone numbers
Integrated an existing BOT with Genesys chat solution which hand off to agent only when BOT is not able to resolve the query so enhancing the self-serving capability of the solution

Likelihood to Renew

Evaluating Genesys Multicloud CX (formerly Genesys Engage) and Competitors

Products Replaced

Yes - We replaced the below solutions with Genesys Engage due to them being inefficient to cope with new and upcoming technical requirements: 1. Avaya 2. Aspect 3. Cisco

Key Differentiators

Product Features
Product Usability
Prior Experience with the Product

Evaluation Lessons Learned

Now I can think of a situation where below capabilties can be a deciding factor in selection process:
1. To cope with upcoming technical challanges like new channels, media, BOTs, AI
2. The pandemic situation has given a new dimension to work from home, so capability or ease of doing that.
3. Pay per use type of licenses.

Genesys Multicloud CX (formerly Genesys Engage) Support

Genesys Multicloud CX (discontinued) Customer Support Pros and Cons

Pros	Cons
Quick Resolution Good followup Knowledgeable team Problems get solved Kept well informed No escalation required Immediate help available Support understands my problem Support cares about my success Quick Initial Response	None

Premium Support

We purchase the premium support for our customers as it helps in difficult situations and business critical issues getting looked after on priority.

Support Rating

My experience with Genesys Customer care has been good since I started working on Genesys. The customer care/ support has improved a lot during the course and I have personally observed the difference it makes to have a good customer support portal in place for any OEM.

Bug Resolution

Yes

Exceptional Examples of Genesys Multicloud CX (discontinued) Support

I have came across so many times a situation where I need some expert help from the OEM, and never had I ever gets disappoined me looking after some assistance from them. Very specialized team of professionals which takes care of each and every incidents/case whether it to be a small or a big one, it gets looked after carefully and closed after customer satifisfaction only. What else to expect from them:)

Using Genesys Multicloud CX (formerly Genesys Engage)

Usability Pros and Cons

Pros	Cons
Like to use Relatively simple Easy to use Well integrated Consistent Quick to learn Convenient Feel confident using Familiar	None

Easy Tasks

The User Interface (UI) for customer is quite easy to understand and use. Simple and minimalistic design is cherry on top.
Every UI component is supplied with a Tip Tool which can help a novice to start working with the platform.
Any changes done in any UI is consistent across all the other UIs. Content management is particularly good
Ability to use SSO is an effective way for user management.
Deployment and user guides are available for anyone to start working

Difficult Tasks

Workforce management seems to be a huge topic in Genesys, which have a load of options. So, it seems to me that it might take a long time to get familiar with that function

Usability

I found the Genesys Multicloud CX is very simple from usability perspective. A novice doesn't have to go though a lot of documents to start using the UI.

Mobile Interface Availability and Impressions

Yes, but I don't use it

Upgrading Genesys Multicloud CX (formerly Genesys Engage)

Upgrade Process

Yes - I have experience in designing Genesys Engage solution since days of Genesys 7.6.
Many time it comes to me that the customer is eager to try/implement new features (some not a part of current release). so, for such requests, I have upgraded platforms of many customers single handedly with minimalistic downtime. Till date I find the upgrade procedure are very seamless and stable that we don't have to worry much (A hassle-free experience).