New to Genesys, but liking it
Updated June 20, 2022
New to Genesys, but liking it

Score 8 out of 10
Vetted Review
Verified User
Overall Satisfaction with Genesys Multicloud CX
We are nearing the end of a project to integrate the ACD with our CRM and deploy it to agents at three call centers.
Pros
- Stability - as long as we have the hardware to run it.
- I like the chat bot and voice bot functionality that I was able to configure rather easily.
Cons
- I have heard from some of our developers that data integration is difficult. We have spent a lot of time developing services for that data transfer.
- MiCloud Connect (formerly ShoreTel)
Genesys does a lot more.
- Genesys Engage would do well as we integrate our division. I can see our whole organization using it.
- Voice bots or Chat bots that transfer to a live agent when the questions are off the script.
- I like the call back feature that hold my place in line.
Do you think Genesys Multicloud CX (discontinued) delivers good value for the price?
No
Are you happy with Genesys Multicloud CX (discontinued)'s feature set?
Yes
Did Genesys Multicloud CX (discontinued) live up to sales and marketing promises?
I wasn't involved with the selection/purchase process
Did implementation of Genesys Multicloud CX (discontinued) go as expected?
No
Would you buy Genesys Multicloud CX (discontinued) again?
No
Genesys Multicloud CX (discontinued) Feature Ratings
Using Genesys Multicloud CX
2 - Only a few since we are investigating it as we plan to migrate from an on-premises system.
- Customer Service
- Inbound Sales
- Outbound Sales
- Complex call routing based on client, agent skills, customer type, geography
Evaluating Genesys Multicloud CX and Competitors
Yes - We replaced an in-house, custom phone system. We replaced it because we are not in the business of developing phone systems and wanted to use those development resources on other software that aligned with our business purpose and needs.
- Product Features
- Product Reputation
I would have had our IT department evaluate the system as a test. I would have hired a voice engineer rather than outsourcing the position. I would have chosen a different vendor, one who knew something about Genesys.
Genesys Multicloud CX Implementation
- Implemented in-house
- Third-party professional services
Eventus
Yes - IVR then Integration into our CRM
Change management was a major issue with the implementation
- Lack of the ability to evaluate the system prior to implementation
- Vendor was not knowlegeable - We hired our own people
- We did not know what we did not know
Genesys Multicloud CX Support
Pros | Cons |
---|---|
Quick Resolution Knowledgeable team Problems get solved Support understands my problem Support cares about my success | Escalation required Difficult to get immediate help |
Our purchase came with some premium support hours, we made good use of those.
We are still evaluating the product, so I cannot give a thorough review of the support.
Using Genesys Multicloud CX
Pros | Cons |
---|---|
Like to use Well integrated Consistent Convenient | Requires technical support Lots to learn |
- Configuration of call routes based on complex business rules
- The call me back feature
- getting call data that we can import into another system
Yes, but I don't use it
Comments
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