Item: Genesys Multicloud CX (discontinued)
Rating: 8
Author: Verified User

Use Cases and Deployment Scope

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

Pros and Cons

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

More intuitive routing design tools

Alternatives Considered

Avaya Aura Platform and Genesys PureConnect

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.

Future Planned Uses

Expanding to other channels and handle them in the same way.
Integrate with knowledge center

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?

Would you buy Genesys Multicloud CX (discontinued) again?

Support Rating

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.

Usability

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.

Likelihood to Recommend

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.

Complete contact center solution for big and small companies.

Overall Satisfaction with Genesys Engage (formerly PureEngage)