Item: Genesys Multicloud CX (discontinued)
Rating: 8
Author: Jagadish Shivarudrappa

Use Cases and Deployment Scope

We are using mixed-mode Genesys Multicloud CX components that integrate with our existing Pure Engage premise base components. We are trying to deploy a Multicloud CX-based reporting product - GCXI that enables migration from GII to GCXI for historical Business Reporting. We are also evaluating other Multicloud CX apps like GWS / WWE, BDS, and CX Contact

Pros and Cons

Multi Cloud Platform support - AWS, Azure, Openshift
compatibility with CI/CD tools like Jfrog
separation of authentication from ( G-Auth ) from core application components

Smart failover and Active-Active design support
Need for statefull mode for GCXI application
need for leveraging unique ports that need detailed security review

Future Planned Uses

We would like to leverage other Multicloud CX capabilities like Digital
Outbound Servicing and CX Contact
Workforce Management and Engagement solutions

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?

Yes

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

Yes

Would you buy Genesys Multicloud CX (discontinued) again?

Yes

Other Software Used

Apache Kafka, Oracle Database, Apache Cassandra

Likelihood to Recommend

Multicloud CX is suited for Pure Engage premise-based solutions to Private or Hybrid Cloud setups. Provides multiple options for this premise to cloud migration. Challenges will be to modify your internal Private cloud setup with the need to open up unique ports and security features.

Learnings of moving to Genesys Multicloud CX

Overall Satisfaction with Genesys Multicloud CX