Item: Genesys Multicloud CX (discontinued)
Rating: 8
Author: Verified User

Use Cases and Deployment Scope

We use it for call routing, back-office routing tasks, email routing, chat and chat automation. It solves issues with multichannel routing, routing gaps, push vs pull system, and allows our employees to see. It allows us to have systematic decisions on how to best serve our channels vs our KPIs.

Pros and Cons

Toast - data dips into CRM.
Multichannel routing.
GCXI reporting.

WFM
Speech Analytics

Alternatives Considered

Future Planned Uses

Machine Learning
B2B tools

Key Insights

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

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

Yes

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?

Yes

Other Software Used

Aspect Performance Management, Aspect Quality Management, Clarabridge

Likelihood to Recommend

I believe Genesys is well suited for larger companies, primarily due to cost structure. Smaller companies might also get lost in their needs when compared against larger company development needs.

Good product

Overall Satisfaction with Genesys Multicloud CX (formerly Genesys Engage)