Great product but always do your research and validate so you feel confident in your choice
May 16, 2019

Great product but always do your research and validate so you feel confident in your choice

Anonymous | TrustRadius Reviewer
Score 8 out of 10
Vetted Review
Verified User

Overall Satisfaction with Genesys PureEngage

It is being used across several departments and over 1000 users. We've solved multiple vendor issues as well as outbound call notification issues.

Pros

  • Email/phone routing to one agent.
  • Ease of chat widget creation.
  • Customer service.

Cons

  • Helping companies really understand change management.
  • Really focusing on what are the gaps from moving from current solutions to new solution vs well you won't be able to do that anymore.
We selected them due to their vision of the future and overall out of the box functionality. Having a solution that has to be customized for everything still provides a lot of complexity. Some customization is required such as system integration. However, at the point of purchase, we believed that Genesys offered the best long term vision.
  • Chatbots.
  • Back office workflow routing.
I only have experience in Genesys Engage so I am not able to say one product vs another. But the product is helpful really improving the customer experience. I am not sure if the WFM solution is the easiest to use or agent friendly, however, compared to others on the market.

Genesys Multicloud CX (discontinued) Feature Ratings

8.2
Agent dashboard
7
Validate callers
8
Outbound response
9
Call forwarding
Not Rated
Click-to-call (CTC)
Not Rated
Warm transfer
10
Predictive dialing
Not Rated
Interactive voice response
8
REST APIs
9
Call scripts
8
Call tracking
7
Multichannel integration
8
CRM software integration
8
5.4
Inbound call routing
8
Omnichannel inbound routing
8
Recording
Not Rated
Quality management
Not Rated
Call analytics
2
Historical reporting
2
Live reporting
7
Customer surveys
Not Rated
Customer interaction analytics
Not Rated
Omnichannel support ()
Not Rated
Predictive Analytics ()
Not Rated

Comments

More Reviews of Genesys Multicloud CX (discontinued)

  1. Home
  2. Contact Center Software
  3. Genesys Multicloud CX (discontinued) Reviews
  4. User Review of Genesys Multicloud CX (discontinued)