Complete contact center solution for big and small companies.
Updated November 13, 2020

Complete contact center solution for big and small companies.

Anonymous | TrustRadius Reviewer
Score 8 out of 10
Vetted Review
Reseller

Overall Satisfaction with Genesys Engage (formerly PureEngage)

We use Genesys Engage for our customers to easily integrate their current backoffice systems with their customer contact center.

Pros

  • Integration with 3rd party products
  • Flexibility of creating specific customer journeys
  • Integration with the current PABX system as so to not create too much confusion for end-users

Cons

  • More intuitive routing design tools
Genesys Engage combines the flexibility to be able to integrate and create every customer journey a customer wants together with the possibility to create your own configuration interface to manage the most common day to day options for let's say a supervisor.
  • Expanding to other channels and handle them in the same way.
  • Integrate with knowledge center

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?

No

Would you buy Genesys Multicloud CX (discontinued) again?

No

Professional and knowledgeable support personnel help you in a quick and efficient manner when contacting them. The times we called upon them the problem was solved or a workaround was provided.
They are also open to feature request however as expected they cannot always be honored but sometimes they are.
Genesys Engage has a proven routing engine and outperforms many competitors. In terms of integration they are also almost unmatched. However with this level of integration possibilities also comes complexity of the solution. Managing and maintaining the system from a technical perspective requires more effort than similar other solutions.
Creating custom integrations with applications already used within the organization.
It is less suited when used in a straighforward organization without need for specific integrations and if there is no PABX present and PABX functionality is required.

Genesys Multicloud CX (discontinued) Feature Ratings

8.1
Agent dashboard
8
Validate callers
9
Outbound response
8
Call forwarding
8
Click-to-call (CTC)
8
Warm transfer
8
Predictive dialing
8
Interactive voice response
8
REST APIs
8
Call scripts
8
Call tracking
6
Multichannel integration
9
CRM software integration
9
8.1
Inbound call routing
8
Omnichannel inbound routing
8
Recording
8
Quality management
8
Call analytics
8
Historical reporting
9
Live reporting
8
Customer surveys
8
Customer interaction analytics
8
Omnichannel support ()
Not Rated
Predictive Analytics ()
Not Rated

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