Item: Genesys Multicloud CX (discontinued)
Rating: 5
Author: Rick Bennett

Use Cases and Deployment Scope

I've supported and managed at least a dozen Genesys Engage platforms ranging from 500 to 2,500 agents. The companies I've worked with used it primarily to route and answer inbound customer calls. Some organizations have used it to route other types of interactions like email and chat, but those tended to be niche use cases put forward by brave business leaders who weren't afraid of change.

Pros and Cons

Scale to support large agent populations.
Scale to support large call volumes.
Highly flexible in interaction flow design.

Administration of interaction flows is incredibly complex.
Environment upgrades are incredibly complex.

Alternatives Considered

Genesys PureConnect

Genesys Multicloud CX (formerly Genesys Engage) is a lot more complex than Genesys PureConnect. In addition, it seems like Genesys never makes Genesys Multicloud CX (formerly Genesys Engage) easier to manage--features are added, UIs and are created, but it doesn't seem like the programmers actually live in the system. On the other hand, PureConnect (formerly CIC by Interactive Intelligence) has a reasonably unified management experience, and mostly complete feature set for supporting the environment. One glaring omission of Genesys Multicloud CX (formerly Genesys Engage): there's no dashboard view that allows you to see details of calls currently in the environment. Yes, you can see counts of calls in queue, but not calls still in the menus. You can see the max wait time in the queue, but you can't see the phone number of the caller or any attached data about that caller.

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

Likelihood to Recommend

Well suited: large organizations with complex business needs, mature IT processes with business analysts and project managers capable of handling complexity in nearly every change. Less appropriate: small organizations or organizations with simple business needs. For example, if your call flow just needs three options off a menu, this environment is overkill.

Big and complicated for big and complicated companies

Overall Satisfaction with Genesys Multicloud CX (formerly Genesys Engage)