Item: Genesys Multicloud CX (discontinued)
Rating: 9
Author: Jasmine McCarty

Use Cases and Deployment Scope

Genesys Engage is being utilized across our entire organization, encompassing 5 different business units, to ensure we are working towards efficiency and intelligence in getting work to our people.

Pros and Cons

Ability to integrate with pre-existing platforms
Easy and efficient Omni-channel UX

The ongoing administration of the system can get quite technical and requires a specialist to ensure continuity of the platform
The out of the box reporting is not very broad and relies on having Interactive Insights of an external reporting system to get the most relevant information

Future Planned Uses

Addition of a live chat channel
Integration with voice and live chat channels

Genesys Engage is well suited to an established business that already understands their set up and direction. For a business that is undergoing a lot of change, there is considerable rework needed in the background and it requires very specialized knowledge if it is to be done in-house.

Genesys: the ONLY solution

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