Item: Genesys Multicloud CX (discontinued)
Rating: 4
Author: Verified User

Use Cases and Deployment Scope

Collections and Recovery department for contacting customers with past due loans.

Pros and Cons

Support staff is friendly
Requesting programming changes is usually simple and easy and turnaround times are reasonable.
UI is easy to navigate

Very little self service options - almost everything has to be done by a Genesys PS resource.
Customer Care technicians appear to know very little about the system. Tickets require seemingly endless examples of an issue before the issue is resolved, and the resolution is often not satisfying. They seem to know next to nothing about what the values in their reporting data mean.
We had to build our own custom reporting using raw data dumps from the Genesys system because we weren't satisfied with any of the Genesys canned reporting or the real-time dashboard reporting in the Account Manager UI. We also did not want to have to go to Genesys every time we wanted to make a change or update our reporting logic.
After a few years with the product, we're still struggling to understand our reporting. As we learn more about it, we also continue to sniff out potential problems with our setup or scripts.
I recommend avoiding the SoundBite product all together. The architecture isn't the same as their main offerings and is extremely limited on features.

I feel like Genesys would do well with a large call center who doesn't need a lot of bells and whistles. A call center with an easy outbound calling strategy and/or a large pool of inbound agents with some simple IVR options would probably work best with Genesys. It does not seem to be doing well with our setup of many smaller groups of agents with highly specialized outbound calling strategies. We also have specific inbound IVR routing needs, which Genesys seems to struggle to meet. We seem to have to make a lot of compromises because of the limitations of the system.

Genesys SoundBite Review

Overall Satisfaction with Genesys PureEngage

Use Cases and Deployment Scope

Pros and Cons

Likelihood to Recommend

Genesys Multicloud CX (discontinued) Feature Ratings