Item: Genesys Multicloud CX (discontinued)
Rating: 9
Author: Joao Beirao

Use Cases and Deployment Scope

The Genesys Engage modules are used in all areas of the Contact Center in NOS, from technical support, to collections, financial, commercial, churn.
It is used for self service as well as for the assisted services. It addresses the problem of integration of the customer information data among the different channels and the different teams and applications.

Pros and Cons

Call Routing - very reach set of features for call routing and attaching information to the calls.
Reporting - very powerful detailed reporting with good integration capabilities with the customer data warehouse and Big Data.
Self service - very good set of features for implementation of IVR flows with integration of customer databases and external services.

Reporting - usually the out-of-box reporting functionalities is weak for the more complex organization, therefore requiring a higher level of customization.
Outbound campaigns - some features of the outbound campaigns were not improved for a long time and the high availability solution has some faults.
Management complexity - the platform for big installations may get quite complex with several servers requiring a lot of management attention and a big technical team.

Future Planned Uses

Additional channels such as integration with WhatsApp.
Chat integration.
AI integration for call routing.

Key Insights

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

Yes

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

Yes

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?

Yes

Would you buy Genesys Multicloud CX (discontinued) again?

Yes

Likelihood to Recommend

The Genesys Engage is very flexible and customizable platform, very adequate to complex and dynamic business areas where the reach set of features have a great added value and bring a lot of benefits. The reach set of SDKs and features is very useful for complex integration with the customer and external data.
This is not the best platform for small contact centers with simple or no integration requirements.

A good solution for complex problems

Overall Satisfaction with Genesys Engage (formerly PureEngage)