Item: Genesys Multicloud CX (discontinued)
Rating: 8
Author: Verified User

Use Cases and Deployment Scope

Genesys Engage is being used across the entire UPMC HealthPlan call center. It helps create a great business user experience from the agent all the way to the end-user that needs their health care taken care of.

Pros and Cons

It creates a dynamic customer experience.
It reaches out to users in multiple platforms.

Customer support.
More opportunities to expand Genesys knowledge.

Alternatives Considered

Avaya Aura Platform

We have our phone system of Avaya built underneath Genesys. Avaya is a good system but it lacks the ability to customize your business unit to meet their demands.

Likelihood to Recommend

Genesys Engage is well suited for someone that really likes a customized system. Genesys has the ability to connect to a lot of different systems and interact with that data. It also has a lot of customized options within the system itself. I think Genesys could work on supporting the customer a little better. There have been instances where an issue pops up and the documentation to resolve the issue or find the resolution is nearly nonexistent.

Review from a 7-year user

Overall Satisfaction with Genesys PureEngage

Use Cases and Deployment Scope

Pros and Cons

Alternatives Considered

Likelihood to Recommend

Genesys Multicloud CX (discontinued) Feature Ratings