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Practical solution for today's CX needs
Updated June 25, 2021

Practical solution for today's CX needs

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

Overall Satisfaction with Genesys Multicloud CX (formerly Genesys Engage)

We used Genesys to manage all incoming interactions for voice, email and chat for our 4 calls centers from end consumers and trade customers. We also currently use Proactive Notification to inform customers of reschedules, replacement orders, and order confirmation. Genesys Workforce Management is used to manage employees schedules. Other Genesys products used are Alto, SpeechMiner, GCXI, GI2, Callback, and more. We leverage these systems to be on a singular platform, enabling quick communication across teams.
  • Cloud environment
  • New features and upgrades
  • Omni channel experiences
  • Speed of implementing new ideas
  • Forum for suggesting new ideas
  • CARE team responsiveness
  • Genesys documentation/videos
Using a cloud environment replaces aging and antiquated technology. Relying less on infrastructure has allowed for more time to develop new solutions on the Genesys platform.
  • Altocloud
  • Cassandra
  • Kate (AI)

Do you think Genesys Multicloud CX (discontinued) delivers good value for the price?

Yes

Are you happy with Genesys Multicloud CX (discontinued)'s feature set?

Yes

Did Genesys Multicloud CX (discontinued) live up to sales and marketing promises?

Yes

Did implementation of Genesys Multicloud CX (discontinued) go as expected?

Yes

Would you buy Genesys Multicloud CX (discontinued) again?

Yes

Overall, Genesys' platform enables open communication across large organizations. The cloud-based environment allows for an agile approach to future enhancements.

Genesys Multicloud CX (discontinued) Feature Ratings

7.7
Agent dashboard
8
Validate callers
9
Outbound response
7
Call forwarding
8
Warm transfer
9
Interactive voice response
7
REST APIs
7
Call tracking
8
Multichannel integration
8
CRM software integration
6
8.0
Inbound call routing
8
Omnichannel inbound routing
8
Recording
9
Quality management
8
Call analytics
8
Historical reporting
8
Live reporting
8
Customer interaction analytics
7
Omnichannel support ()
Not Rated
Predictive Analytics ()
Not Rated

Using Genesys Multicloud CX (formerly Genesys Engage)

2000 - Call center operations, agents, workforce management, leadership, and senior leadership.
20 - Critical thinker, problem solver, technical skills, API knowledge, SOAP, and REST.
  • Omni channel environment
  • Cloud capabilities
  • New developments
  • Proactive notifications
  • Handle multi-channel interactions
The technology of tomorrow, enabling a true CX experience

Evaluating Genesys Multicloud CX (formerly Genesys Engage) and Competitors

Yes - Avaya platform was replaced. Replaced a legacy and aging platform. The old platform offered little development and innovation. The need was present to enable great change in our environment.
  • Product Features
  • Product Usability
  • Product Reputation
Conducted benchmarking sessions with other Genesys customers in an effort to gain best practices, wins, and opportunities.
More in-depth analysis of the systems and processes that would require change internally. More preparation in the design process and a more robust containment process.