Item: Genesys Multicloud CX (discontinued)
Rating: 9
Author: Verified User

Use Cases and Deployment Scope

Genesys Engage has been implemented and deployed as our sole tool for handling the customer omni-channel experience for the whole organization. Its main purpose is to support the customer across a few different channels of communication. It is mainly used for prioritizing and distributing calls, emails and social media, while also having it integrated with Salesforce. It's the only tool in the organization for the above-mentioned purposes.

Pros and Cons

IVR capabilities are well aligned and the functionality is complex, yet super effective to use and integrate.
Amazing capabilities for voice channels, and not just media channels.
Integration with third-party platforms is easy to carry out and works well and as expected.
Extensive reporting tools make it easy to focus more on the customer experience enhancements.

Real-time reporting can be improved in certain areas. Sometimes there is a mismatch between the real-time and historical data (maybe due to the system data refreshing as you view them).
Some of the support documentation lacks integrity. It seems like different teams worked on the documentation, thus, it's not consistent in some places. Would be good to have it reviewed.
Would be good to have a functional video-chat ability.

Future Planned Uses

Might enhance the integration with the Salesforce platform to make it a more CRM linked system.

Likelihood to Recommend

If you are looking for an all-in-one solution, Genesys Engage might be the right platform. However, due to its steep learning curve, you might need to invest some time and money to fully understand the functionality. What's more, if you are intending to have a customer service platform that is also well integrated with existing systems, this might be a good go, as the integrations are quite easy-to-use and manage with Genesys. Last but not least, the main scenario where this can be used is if you intend to build a media contact center that will evolve with your growing business, Genesys Engage might be a suitable solution. However, it's still advised to research its adaptability to your business needs before jumping in.

Another Satisfied Customer of Genesys PureEngage

Overall Satisfaction with Genesys PureEngage

Use Cases and Deployment Scope

Pros and Cons

Future Planned Uses

Likelihood to Recommend

Genesys Multicloud CX (discontinued) Feature Ratings