Good product
November 23, 2021

Good product

Anonymous | TrustRadius Reviewer
Score 8 out of 10
Vetted Review
Verified User

Overall Satisfaction with Genesys Multicloud CX (formerly Genesys Engage)

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.
  • Toast - data dips into CRM.
  • Multichannel routing.
  • GCXI reporting.
  • WFM
  • Speech Analytics
  • Machine Learning
  • B2B tools

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

No

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

Yes

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

No

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

No

Would you buy Genesys Multicloud CX (discontinued) again?

Yes

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.

Genesys Multicloud CX (discontinued) Feature Ratings

Agent dashboard
7
Validate callers
8
Outbound response
8
Warm transfer
7
Interactive voice response
8
REST APIs
9
Call tracking
7
Multichannel integration
9
CRM software integration
9
Inbound call routing
9
Omnichannel inbound routing
9
Recording
8
Quality management
6
Call analytics
6
Historical reporting
9
Live reporting
7