Item: Genesys Multicloud CX (discontinued)
Rating: 8
Author: Pradeesh Reddy

Overall Satisfaction with Genesys Engage (formerly PureEngage)

Use Cases and Deployment Scope

Genesys Engage products are being used for IVR purpose for one of our client.
It is used by users to get information or to raise an issue regarding the client product.
We use phone/email/fax as our services now. Evaluating to use social media.
It provides round the clock support for different regions of the globe with different language skillset.

Pros and Cons

Pros

Genesys Engage products cover end to end automation of client IVR requirements.
It has good reporting features to analyze the available data.
It has good workforce management features to get good ROI.

Cons

Genesys PureEngage product has integration issue with MS-CRM product as its getting out of service.
Genesys PureEngage product [GA] should have all the features that Config Manager Editor has so users can use either of them which he prefers.
Genesys PureEngage should have a feature so that end to end call flow can be shown/tracked either in GA or CME, instead of going to logs and checking.

Alternatives Considered

Avaya

Avaya had been evaluated before choosing Genesys. But based on features Genesys Engage been chosen. I was not there in the project at that time.

Future Planned Uses

Still we are evaluating the products and getting to know the new features.

Likelihood to Recommend

Genesys Engage is the clear choice when it comes to end-to-end call center services. But the cost is prohibitive for small companies, for which Genesys cloud is the choice.

Genesys Multicloud CX (discontinued) Feature Ratings

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Genesys PureEngage Review