Item: Genesys Multicloud CX (discontinued)
Rating: 10
Author: Verified User

Use Cases and Deployment Scope

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 and Cons

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

Better Technical documentation
Lower prices

Alternatives Considered

Agility of the solution (more into SW) and
better adoption for omnichannel

Future Planned Uses

AI Blending
Multichannel
Integrations

Key Insights

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

Other Software Used

Microsoft Dynamics 365 (formerly Microsoft Dynamics CRM), Salesforce Experience Cloud (formerly Salesforce Community Cloud)

Likelihood to Recommend

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.

How I saw engage as user as well as implementer

Overall Satisfaction with Genesys Multicloud CX (formerly Genesys Engage)