Item: Genesys Multicloud CX (discontinued)
Rating: 7
Author: Verified User

Overall Satisfaction with Genesys PureEngage

Use Cases and Deployment Scope

Genesys Engage Cloud is being used across multiple business units within Whirlpool across north and central America. The main business problem Genesys addresses is archaic and inefficient routing strategies. Genesys gives us the ability to intelligently route interactions in any channel we use(voice, email, chat, etc). This creates efficiencies and ensures as new channels present themselves we are able to handle them. This also allows us to be more efficient with our employees. Before Genesys someone working chat might have down time where they could help with voice that was never utilized. Genesys can see this downtime and whether or not the employee can help with that particular phone call so that we are more efficient with our time.

Pros and Cons

Pros

Routing - The Genesys bread and butter and where they really excel is their ability to get customers to agents who are equipped to help them quickly. The ability for this routing to also take place across channel allows you to consolidate systems that would otherwise have to work independently(with multiple routing strategies)
Mobility - Genesys Engage Cloud, being a web based solution, allows for your work force to be mobile. A virtual agent a thousand miles away has the same experience as someone sitting in the office.
Unity - The cloud suite makes it easier to consolidate vendors, allowing you to go from dozens of partners to just a handful.

Cons

Cloud Stability - Being in the cloud, up-time and stability are dependent upon substantially more infrastructure than on-prem solutions, the vendors that manage the servers, and environmental factors.
Communication between systems - Genesys has a full suite of CX tools, some of these tools were acquired through acquisitions and have not fully been integrated. This means some of the systems do not talk to others. This is important to ask about when looking at new solutions to consolidate vendors.
Parity of cloud and premise services - Currently premise solutions support more features than the cloud based counterparts. The cloud service would benefit from having accessible APIs or services to bridge connection gaps and to provide much needed customization for businesses. Customer service is not a one size fits all business so adding features like this will help pull cloud forward.

Future Planned Uses

Machine learning - This is becoming important in every company and is definitely something Genesys is pushing for within their platform and their Kate AI engine.

Likelihood to Recommend

Genesys Engage is well suited for businesses doing similar work across numerous channels. The ability to open these channels up to all of your agents so they could complete the task via phone, chat, or email creates efficiencies. Genesys needs to do some work on the cloud offering to be sufficiently successful in scenarios of extremely complex companies or environments with numerous different lines of business or tasks. The amount of data used to support these complex enterprises can bog down some of the less robust solutions(WFM, Platform Admininstration)

Genesys Multicloud CX (discontinued) Feature Ratings

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PureEngage Cloud - Experiences from a previously premise customer