How I saw engage as user as well as implementer
February 21, 2022

How I saw engage as user as well as implementer

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

Overall Satisfaction with Genesys Multicloud CX (formerly Genesys Engage)

I could split my experience with GENESYS ENGAGE into two parts
1- As an end user for the platform this happened while I was working for Vodafone Egypt for around 9 years. We used to have Engage as a contact center platform that handling most of customer contact channels starting with IVR self-services as well as voice channel and including digits channels for chat and CRM interactions. 2-As a system integrator and technical partner for Genesys that we implement, support and train users on using Genesys Engage services for around 7 years now.

Pros

  • Omnichannel contact center platform
  • Open API platform
  • RealTime Monitoring
  • Business Insights and Historical reporting
  • Single user interface
  • CRM Integrations
  • Agent blending
  • AI enablement
  • Cloud support

Cons

  • Better Technical documentation
  • Lower prices
Agility of the solution (more into SW) and
better adoption for omnichannel
  • AI Blending
  • Multichannel
  • Integrations

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?

Yes

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

Yes

Would you buy Genesys Multicloud CX (discontinued) again?

Yes

Microsoft Dynamics 365 (formerly Microsoft Dynamics CRM), Salesforce Experience Cloud (formerly Salesforce Community Cloud)
Solution is extremely agile and flexible. The new generation of containerized solution would be a game changer since it brings the ease of deployment and ability to get the innovations to a new total different place. I believe it is really hard to find in the competition who would have something similar or even close.

Genesys Multicloud CX (discontinued) Feature Ratings

9.8
Agent dashboard
9
Validate callers
10
Outbound response
10
Call forwarding
10
Click-to-call (CTC)
10
Warm transfer
10
Predictive dialing
10
Interactive voice response
10
REST APIs
10
Call scripts
9
Call tracking
10
Multichannel integration
10
CRM software integration
10
9.8
Inbound call routing
10
Omnichannel inbound routing
10
Recording
10
Quality management
10
Call analytics
10
Historical reporting
10
Live reporting
10
Customer surveys
8
Customer interaction analytics
10
Omnichannel support ()
Not Rated
Predictive Analytics ()
Not Rated

Comments

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