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Genesys PureEngage Experience is Service Made Easy
Updated June 14, 2022

Genesys PureEngage Experience is Service Made Easy

eugene thai | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User

Overall Satisfaction with Genesys Multicloud CX

Genesys Engage is being used by the majority of the organization to deliver omnichannel experience to TELUS customers.
  • Interaction Routing capabilities is second to none
  • Open flexible integration available APIs
  • Support department is stellar
  • Genesys Engage has a solution for the entire contact center ecosystem starting from routing, reporting thru to workforce optimization.
  • Better documentation
  • Conversation Manager product should have ready to use solution blueprints segmented by verticals for ease of implementation
  • Historical analytic products could be improved and refreshed
  • Better support for open source products if used as part of a product offering. IE Elasticsearch, Cassandra etc.
Far superior in terms of being best of suite solution. Very well thought out in terms of routing, reporting, and various other product offerings.
  • AI bot to assist both customer and employee interactions
  • Genesys Hub to manage popular channels such as Whatsapp and WeChat
  • Predictive Routing capabilities

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

Not sure

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?

I wasn't involved with the implementation phase

Would you buy Genesys Multicloud CX (discontinued) again?

Yes

Suited for big organization that has different user groups with different integration demands

Genesys Multicloud CX (discontinued) Feature Ratings

8.6
Agent dashboard
7
Outbound response
8
Warm transfer
9
Predictive dialing
9
Interactive voice response
9
REST APIs
10
Call scripts
Not Rated
Call tracking
Not Rated
Multichannel integration
10
CRM software integration
7
10.0
Inbound call routing
10
Omnichannel inbound routing
10
Historical reporting
10
Omnichannel support ()
Not Rated
Predictive Analytics ()
Not Rated

Using Genesys Multicloud CX

5000 - 

We're using Genesys Engage to handle voice inbound / outbound and multimedia interactions to support customers with their account management and technical support inquiries. We've also recently enhanced our system by providing our customers the ability to schedule a callback to interact with support staff at a time that most suitable for them.



10 - 

Windows / Unix basic skills.

.net / C# skills for agent desktop customization

modern web development technologies for thin agent desktop customization

Basic SQL experience

javascript will be great for advanced voice / multimedia routing development.

integration experience

open source technologies such as ElasticSearch, Cassandra, NGINX, Tomcat

VXML for IVR application development.

SIP / Avaya / Session Border Controller

  • omni channel context service routing
  • rich multimedia capabilities
  • immediate/ schedule callback capabilities
  • leverage Genesys context services for case ownership routing
  • automate proactive sms notification
rich feature Contact Center Technology platform

Evaluating Genesys Multicloud CX and Competitors

Yes - we were using nortel / avaya prior to Genesys. We wanted best in suite software that could deliver skill based routing and reporting. Additionally we wanted a platform that could scale and handle upwards to 15000 agents.
  • Product Features
  • Prior Experience with the Product
  • Vendor Reputation
Strong Routing / Reporting capabilities
I would not hesitate in going with Genesys platform as our core contact center technology.

Genesys Multicloud CX Implementation

It has to be a collaborative effort between professional services and internal IT team to implement a successful supportable solution.
  • Implemented in-house
  • Third-party professional services

Aria Solutions

Genesys

Connex

Yes
Change management was a minor issue with the implementation
  • Product defect that typically required vendor's development team to fix before we can proceed.

Genesys Multicloud CX Support

ProsCons
Good followup
Kept well informed
Immediate help available
Support cares about my success
Quick Initial Response
Need to explain problems multiple times
Yes

There's definitely room for improvement. I would have love to see the chat functionality work more frequently. The level of expertise has diminished over the years. I understand that this in part has to do with the number of new products that has been introduced, but should not be an excuse for the lack of readiness.


Yes - I'd say majority of the time it's resolved to my satisfaction, but there are also handful of instances where the issue seem to go nowhere. I'd be happy if support was more proactive in calling the customer to establish some sort of a real time troubleshooting session if the correspondences went on for days beyond SLA.
During critical production down events Genesys support staff along with their management escalation team would conduct and coordinate for regular interval meeting to provide updates to our executives.

Using Genesys Multicloud CX

ProsCons
Like to use
Well integrated
Consistent
Feel confident using
Requires technical support
  • Core Framework is very easy to use and administer resources for the platform
  • The general installation process for all of the applications are consistent and simple
  • The historical reporting application uses standard best practice star schema model that allows for easy BI user consumption
  • Conversation Manager needs to be more well thought out as a product for implementation.
Most of the thin GUI applications are not mobile friendly with the exception of Genesys Widgets. The legacy framework needs to be refactored with a modernized design principles to allow for more scaleable fault tolerant architecture.