Item: Genesys Multicloud CX (discontinued)
Rating: 9
Author: Verified User

Overall Satisfaction with Genesys PureEngage

Use Cases and Deployment Scope

My department is a reseller and integrator for Genesys. I am involved in the implementation of Genesys Engage solutions. The business problems addressed depend on the customers we implement the solution for.

Pros and Cons

Pros

Great flexibility within routing which allows to implement also very complex scenarios.
Integration of work-item distribution in the same way as all other media.
Nearly endless scaling possibility for very, very large solutions.

Cons

Documentation of the WDE customizing possibilities with Plugins and usage of internal functions. In many cases, you see just the parameter names of function calls without any description.
The outbound solution urgently needs improvement with regard to import possibilities and call bleeding. Call blending in this context means that the agent can switch to outbound record handling in WDE when a customer that missed an outbound campaign call is calling back.
Compared to the old configuration manager the basic administration with GAX is painful, especially when working on Annex values and options.

Alternatives Considered

N/A

Future Planned Uses

Likelihood to Recommend

Genesys Engage is well suited for very large multimedia CC installations which require high flexibility. Less appropriate for small and mid-size installations.

Genesys Multicloud CX (discontinued) Feature Ratings

Comments

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Pure Engage is the best in class platform for very large on-premise CC solutions