Item: Genesys Multicloud CX (discontinued)
Rating: 10
Author: Ionut Paraschiv

Use Cases and Deployment Scope

In my organization Genesys Engage is being used as a workforce management tool. It helps us determine the call rate, the state of our agents, and give us a bigger picture of CSD.

Pros and Cons

On-time updates.

I'd like a mobile app to monitor workforce management and agents.

Future Planned Uses

I think that AI/machine learning can be introduced in automated services and give a good customer experience at a low cost.

It's helpful when you need to monitor the Service Level in a related department. In my opinion, the only scenario where it's less appropriate is when an assistant (non-administrator) watches over another assistant's activity, but this can be solved inside the company (your client).

An asset for CX

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