A fast WFM software
December 02, 2021

A fast WFM software

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

Modules Used

  • PureConnect

Overall Satisfaction with Genesys Multicloud CX (formerly Genesys Engage)

We use Genesys Multicloud CX to handle forecasting our call and chat volumes and scheduling of our contact centers representatives (~700 agents).

It can produce in a relatively fast timeline, very accurate forecasts for our different lines of business as well as schedules for our representatives while taking into account all of their work constraints (HR, Union, Shifts...).

Pros

  • Call volume forecasting.
  • Staff scheduling and allocations.

Cons

  • Staffing requirements for chat.
  • UI does not feel modern.
For a similar contact center structure, I find Genesys products are faster to produce outcomes, and fast to respond (loading, changing screens...).

However, in terms of user interface, I do prefer the way NICE did things there. Coming from an agent background, I find that the NICE agent interface is more visually appealing and offers more flexibility (parameters for agent exceptions).
  • AI Forecasting.
  • Vacation bids and management.
  • Shift preferences and bids.

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?

I wasn't involved with the selection/purchase process

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

Yes

Would you buy Genesys Multicloud CX (discontinued) again?

Yes

Microsoft 365 (formerly Office 365), Jira Service Management (Jira Service Desk)
It works best if you have a simple routing structure and your agents do not handle a lot of skills simultaneously. It is fast to produce results, compared to similar products from other vendors and it is pretty stable (does not crash easily).

If you are forecasting, planning for chats, it does not handle concurrency, so you will have to use external tools for that. Also, its UI does not look and feel modern.

Genesys Multicloud CX (discontinued) Feature Ratings

7.2
Agent dashboard
7
Validate callers
Not Rated
Outbound response
8
Call forwarding
Not Rated
Click-to-call (CTC)
Not Rated
Warm transfer
8
Predictive dialing
Not Rated
Interactive voice response
Not Rated
REST APIs
Not Rated
Call scripts
7
Call tracking
8
Multichannel integration
5
CRM software integration
Not Rated
7.5
Inbound call routing
7
Omnichannel inbound routing
7
Recording
Not Rated
Quality management
Not Rated
Call analytics
Not Rated
Historical reporting
8
Live reporting
8
Customer surveys
Not Rated
Customer interaction analytics
Not Rated
Omnichannel support ()
Not Rated
Predictive Analytics ()
Not Rated

Using Genesys Multicloud CX (formerly Genesys Engage)

950 - Contact Centre agents ~800
Contact Centre supervisors / team managers ~100
Workforce Management Team ~50
8 - ~5 are IT specialists so they would handle the technical stuff (rebooting, database maintenance...)
~3 are super users and they would support their colleagues with usage.
  • Contact Centers Planning.
  • Agent Scheduling.
  • Agent Performance Tracking.
  • Flexibility to integrate and plan for different types of work and contacts
We got the hang of that software and would like to see newer versions and functionalities.

Evaluating Genesys Multicloud CX (formerly Genesys Engage) and Competitors

Yes - Aspect WFM, however I am not sure of the reasons to replace as i joined the organization at a later stage.
  • Price
  • Product Features
I would ask for feedback from actual users, as this can greatly differ from sale pitches and product demos.

Genesys Multicloud CX (formerly Genesys Engage) Implementation

I was not involved in that process.
  • Don't know
  • Not sure as I was not involved in the process.

Genesys Multicloud CX (formerly Genesys Engage) Support

ProsCons
Quick Resolution
Good followup
Knowledgeable team
Problems get solved
Kept well informed
No escalation required
Immediate help available
Support understands my problem
Support cares about my success
Quick Initial Response
None
Yes, we do have a support plan, but I was not involved in the decision-making.
They are fast to answer and they try to provide you with the best resolution.
One of the product administration software stopped working on one of our computers. Our local IT team could not figure it out. Once I contacted Genesys Support they were able to identify possible solutions within 48h and we were able to resolve the issue. It would not have been possible without them, they asked the right questions and provided a customized resolution.

Using Genesys Multicloud CX (formerly Genesys Engage)

ProsCons
Like to use
Requires technical support
Inconsistent
  • Producing a forecast.
  • Scheduling meetings.
  • Generating schedules.
  • Agent vacations.
  • Agent Exception requests.
It is not very intuitive, some functions do not give the obvious results, you have to read the user manual to understand how to use them.

Comments

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