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

Use Cases and Deployment Scope

My company deploys Genesys in other companies Contact Center departments as well as for HelpDesk, Sales or HR infolines.

Pros and Cons

Multichannel - all channels in one platform
Routing - very flexible and highly configurable
Reporting - Realtime and historical, all statistics that you need

Outbound Campaigns - not easy to load records from Excel, poor treatment possibilities
Service Support - long time to resolve the issue
Some applications hang while security scanning

Comparing to Altitiude Genesys seems to be more stable and allows you to login much more agents. Comparing to Cisco IPCC Genesys gives you more flexibility to customize routing and integrate agent application with other systems.

Future Planned Uses

Predictive routing supported with AI
Workflow
Social Media

Likelihood to Recommend

Genesys is great for mid-size and big companies. For small CC integration effort is very high when you divide it by number of agents.

Happy Genesys Engineer recommending PureEngage

Overall Satisfaction with Genesys PureEngage

Use Cases and Deployment Scope

Pros and Cons

Alternatives Considered

Future Planned Uses

Likelihood to Recommend

Genesys Multicloud CX (discontinued) Feature Ratings