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Genesys PE Cloud lives up to the hype
Updated April 15, 2021

Genesys PE Cloud lives up to the hype

Anonymous | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User

Overall Satisfaction with Genesys Engage (formerly PureEngage)

We are currently using Genesys Engage within our consumer services division. We will be expanding its use throughout the organization in the coming months. We are using Genesys Engage to improve customer engagement, reduce human-agent interaction, and reduce call handle time. Our existing interactive voice response (IVR) system is outdated, and this is primarily a modernization effort.
  • Routing
  • Third-party intergrations
  • AI
  • Audit logging
  • Systems support
  • Cloud support
Microsoft UCMA is an effective system but does not have anything close to the bells and whistles of Genesys Engage.
  • WFO
  • AI
  • SMS

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?

Yes

Would you buy Genesys Multicloud CX (discontinued) again?

Yes

Genesys Engage works well in complex scenarios with a variety of fulfillment systems. If you have a diverse customer base and/or product family, Genesys is a good solution. On-premise Engage is starting to go away, so be prepared to go to the cloud. If your IVR system is fairly simple, this will still work well but is rather expensive for those needs.

Genesys Multicloud CX (discontinued) Feature Ratings

8.6
Agent dashboard
4
Validate callers
Not Rated
Outbound response
9
Call forwarding
9
Click-to-call (CTC)
10
Warm transfer
7
Predictive dialing
Not Rated
Interactive voice response
9
REST APIs
10
Call scripts
10
Call tracking
10
Multichannel integration
8
CRM software integration
9
4.9
Inbound call routing
9
Omnichannel inbound routing
8
Recording
3
Quality management
3
Call analytics
6
Historical reporting
2
Live reporting
6
Customer surveys
Not Rated
Customer interaction analytics
2
Omnichannel support ()
Not Rated
Predictive Analytics ()
Not Rated

Using Genesys Engage (formerly PureEngage)

1400
  • Inbound Voice
  • Automated Authentication
  • Chat
We've only recently invested in this platform, so will almost definitely renew. Price point is high! Lots of capabilities within the system along with a multitude of ways to integrate. This platform requires investment beyond the baseline in order to start seeing value.

Evaluating Genesys Engage and Competitors

Yes - Avaya , OpenScape and MS UCMA were all replaced by Genesys. These legacy on-premise systems were nearing end of life, so needed replacement. Going to a cloud solution has significantly reduced maintenance overhead.
  • Product Features
  • Product Reputation
Genesys provides an entire platform of contact center technology solutions.
Perhaps a heavier weighting of ongoing operational expenses and required capital investment to realize the ROI.