Item: Genesys Multicloud CX (discontinued)
Rating: 10
Author: Verified User

Use Cases and Deployment Scope

I am a consultant for Genesys Engage. The several clients we have worked with, uses Genesys through the organization or in different stages of consolidation towards Genesys.

Pros and Cons

Robust platform and support
Premise and Cloud - scalable
Recent integration with AI / hybrid solution are a good sell with several clients reluctant to move to Genesys Cloud

PureEngage - possible AI integration on premise? many clients want to integrate with AI but have limited on-prem options
Tighter integration with Amazon / Google AI

Amazon connect -- offers a quick TTM compared to other offerings for small/ mid-sized contact centers. The usage costs are a winning factor too. At this point, one of the downsides is the limited feature set of amazon and being able to support large scale clients/ across regions. Genesys wins hands down for large scale multi-region contact center implementations.

Future Planned Uses

Add more channel - AI
Predictive routing / Cloud enablement
Analytics

Likelihood to Recommend

Genesys Engage is robust for large-sized multi-channel contact centers. Being the long-running Genesys platform, many of the clients are still skeptical about the cloud offering and would like to continue with the existing setup. Losing areas: Apart from Genesys Engage Cloud - on-premise is not ideal for small/mid sized contact centers. Clients prefer SaaS offering and specifically Amazon connect or Twilio because of the licensing cost. The licensing cost has to be factored in for small/mid sized contact centers.

Genesys PureEngage viewpoint

Overall Satisfaction with Genesys PureEngage

Use Cases and Deployment Scope

Pros and Cons

Alternatives Considered

Future Planned Uses

Likelihood to Recommend

Genesys Multicloud CX (discontinued) Feature Ratings