Item: Genesys Multicloud CX (discontinued)
Rating: 7
Author: David Johnson

Ease of Integration

It was frustrating that it does not have Salesforce omni-channel routing natively

Use Cases and Deployment Scope

We use it for all contact center voice, email and chat applications.

Pros and Cons

Exceptional routing for all channels
very versatile
The metrics for the contact center stats are very detailed and able to generate very versatile views

Revive it from the discontinued status

Return on Investment

It provided a terrific ROI against a hosted or cloud solution 3 years ago

Alternatives Considered

AWS CodeArtifact

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?

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

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

Would you buy Genesys Multicloud CX (discontinued) again?

Likelihood to Recommend

Again the Genesys Engage platform is one of the most versatile contact center platform. A bit disappointed that it was discontinued but it is what it is.

Sad the Genesys Engage is going to be Discontinued

Overall Satisfaction with Genesys Multicloud CX (discontinued)