Genesys Multicloud CX (discontinued) Reviews and Ratings

Rating: 8 out of 10

Score

8 out of 10

Reviews

147 Reviews

Sad the Genesys Engage is going to be Discontinued

Rating: 7 out of 10

Incentivized

March 28, 2023

Use Cases and Deployment Scope

We use it for all contact center voice, email and chat applications.

Pros

Exceptional routing for all channels
very versatile
The metrics for the contact center stats are very detailed and able to generate very versatile views

Cons

Revive it from the discontinued status

Likelihood to Recommend

Again the Genesys Engage platform is one of the most versatile contact center platform. A bit disappointed that it was discontinued but it is what it is.

David Johnson

Sr Manager in Information Technology at BNSF Railway (10,001+ employees)

Vetted Review

7 years of experience

My review of Genesys Multicloud CX

Rating: 9 out of 10

Incentivized

October 23, 2022

Use Cases and Deployment Scope

We use the Genesys Multicloud CX in our Contact Center for inbound/outbound voice channels for discussion with our customers. It helps us to easily keep in touch with them and have a quick discussion about the issues that customers have, and after that, provide solutions needed in a fast and user-friendly way.

Pros

Easy to use.
Can be integrated in different platforms.
Call from anywhere.

Cons

Hard to read some information in integrated version.
Logging issues.
Helps documentation.
Customization

Likelihood to Recommend

The Genesys platform is suitable for easily keeping in touch with customers from any place and having discussions to provide the best solution for the issues that customers have.

Dragos Andrei Andrei

Technical Support Engineer in Customer Service at HPE (501-1000 employees)

Vetted Review

Working as a Support Analyst Consultant of Cloud CX since a year and a half

Rating: 10 out of 10

Incentivized

July 13, 2022

Use Cases and Deployment Scope

On a daily, I do support Genesys Multicloud CX for multiple accounts. The most common issues are related to the network connection of the customers, and the wrong configuration of the VPNs, or trunk providers, so, not the product itself, it's more about the external things, network, trunks, and not using a proper computer that meets the requirements.

Pros

The easy implementation of logics for routing
Administer agents in groups and permissions
Easy monitoring of the production

Cons

The reporting is a little limited, need more development
Some views does not refresh automatically
not all Edges can respond to Pings, and get logs
You cant see logs since its all on the cloud

Likelihood to Recommend

I would recommend the product depending on how much personalization need the customer and the robust that the contact center should be

Verified User

Analyst in Information Technology (51-200 employees)

Vetted Review

1 year of experience

Basic needs fulfilled and easy to use

Rating: 7 out of 10

Incentivized

July 3, 2022

Use Cases and Deployment Scope

It is our main IVR for two main departments, a bigger department being the main users of about 70% and the other department the rest. The main department handles voice, email, and chat. The smaller department handles voice and emails. Both departments use it in conjunction with Genesys Workspace for users to receive interactions. The workforce Planning team uses Genesys WFM. Leaders use Genesys CCPulse.

Pros

Basic setup
Simple design
Basic UI

Cons

Minimal funcitonality
Needs love and investment from developers to make it better
Not adaptable or extendable

Likelihood to Recommend

Well suited based on price and simple functionality for a service centre that does basic interactions. Voice email and chat.

Not suited for bigger companies that want insights and other complex functions to come with the product, such as speech analytics, trendy UI, complex IVR, and full functional Workforce Management integration.

Mathew Wan

Business Centre Workforce Manager in Customer Service at ASB Bank (5001-10,000 employees)

Vetted Review

1 year of experience

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Genesys Multicloud CX - Beyond the Cloud

Rating: 8 out of 10

Incentivized

July 1, 2022

Use Cases and Deployment Scope

We will be using Genesys Multicloud CX in our Contact Center. The reason for using this model is that combining all our other contact center solutions into one and so we believe that Genesys Multicloud CX will help us to solve our complexity and integration problems once and for all.

Pros

Cloud Solution
Provide public or private cloud options
Can choose any cloud platform like AWS or Google
It will maximize control over infrastructure, deployment, and administration side

Cons

Troubleshooting issues
Design and maintenance support/guidance

Likelihood to Recommend

Genesys MultiCloud CX is well suited for eServices components at first glance. The rest will come as per operation needs.

Verified User

Engineer in Information Technology (10,001+ employees)

Vetted Review

1 year of experience

Genesys for Sales

Rating: 10 out of 10

Incentivized

June 30, 2022

Use Cases and Deployment Scope

We are able to run our operations into one single platform with Omnichannel capabilities, simplify operations management, increase productivity for agents and customer satisfaction, unify diverse banking products and services into a single self-service platform and increase sales revenue to achieve ROI. My scope covers outbound telesales.

Pros

Single sign on view for agent
Agent monitoring tool
Reporting tool to perform analysis
Auto dialer options
User friendly system

Cons

To convert ccpulse reporting tool into web base access
Easier uploading process for call list
To allow more report templates format

Likelihood to Recommend

Easier to integrate with our custom-developed case flow into the same agent dialer that provides 360 views of the Cm interaction journey from various channels to the agent’s view and also integrated website leads referral directly to Genesys as call list in real-time. Genesys needs to enhance its reporting tool format with multiple types of formats for different analyses instead of a common reporting format.

Verified User

Vice-President in Sales (51-200 employees)

Vetted Review

4 years of experience

Muli-Cloud deployment a step in the right direction

Rating: 5 out of 10

Incentivized

June 29, 2022

Use Cases and Deployment Scope

Genesys Multicloud CX is/has been used to support our inbound voice channel. It is currently licensed for 1100 seats.

Pros

Genesys Multicloud CX is extremely flexible.
Call routing is robust
The GVP platform has been very stable.

Cons

Genesys Multicloud CX is extremely flexible. Often times so many options it is difficult to know what is best.
While the online documentation is plentiful, the documentation is often incomplete and requires PS to fill in the blanks.

Likelihood to Recommend

It depends on the use case. Genesys Multicloud CX is an extremely large implementation that can be overkill. However, it competes very well in its market.

Randy Collins

Technical Architect in Information Technology at Vericast (5001-10,000 employees)

Vetted Review

20 years of experience

Genesys Multicloud CX solution

Rating: 8 out of 10

Incentivized

June 27, 2022

Use Cases and Deployment Scope

Genesys Multicloud CX is built intuitively built contact center solution keeping in mind customer first use cases focused on ease of use and smooth experience.

Pros

Multimedia integrations
Fast UI
Reusable modules

Cons

Logging
Multi component interaction session maps
Audio quality troubleshooting issues

Likelihood to Recommend

Genesys Multicloud CX is a well-designed solution that seems more appropriate to segments within businesses as smaller groups that are confined to a few specific contact center locations and not for multi-national deployments

Verified User

Engineer in Information Technology (10,001+ employees)

Vetted Review

2 years of experience

Learnings of moving to Genesys Multicloud CX

Rating: 8 out of 10

Incentivized

June 22, 2022

Use Cases and Deployment Scope

We are using mixed-mode Genesys Multicloud CX components that integrate with our existing Pure Engage premise base components. We are trying to deploy a Multicloud CX-based reporting product - GCXI that enables migration from GII to GCXI for historical Business Reporting. We are also evaluating other Multicloud CX apps like GWS / WWE, BDS, and CX Contact

Pros

Multi Cloud Platform support - AWS, Azure, Openshift
compatibility with CI/CD tools like Jfrog
separation of authentication from ( G-Auth ) from core application components

Cons

Smart failover and Active-Active design support
Need for statefull mode for GCXI application
need for leveraging unique ports that need detailed security review

Likelihood to Recommend

Multicloud CX is suited for Pure Engage premise-based solutions to Private or Hybrid Cloud setups. Provides multiple options for this premise to cloud migration. Challenges will be to modify your internal Private cloud setup with the need to open up unique ports and security features.

Jagadish Shivarudrappa

Staff Engineer in Information Technology at American Express (10,001+ employees)

Vetted Review

1 year of experience

If you want the best, there is really only one option.

Rating: 10 out of 10

Incentivized

June 16, 2022

Use Cases and Deployment Scope

Genesys Multicloud CX is being used as the primary contact center solution. Currently utilizing voice, email, chat bots, and much more, and will most likely be expanded even more over the coming years. Multicloud handles most, if not all of our customer-facing solutions, either directly or indirectly. The feature-rich environment and scalability make it the best enterprise solution on the market in my honest opinion.

Pros

business adaptability
customizeable to a epic extend
bulk user management
extremely stabile

Cons

some features require some very specialized people to develop
the ease of use, could be easier, maybe more like Pureconnect and Purecloud
the admin user interface should be as easy to use as the user GUI

Likelihood to Recommend

Multicloud would 100% be my go-to system for any enterprise with more than 500 seats. it excels at major installation, especially at multi-sites, and can be adapted to suit any type of business. smaller installations or business areas I would be more likely to recommend the pure cloud product, as the scalability and speed of adaption are second to none.

Mikael Stokholm

Communications Specialist in Information Technology at Topdanmark (1001-5000 employees)

Vetted Review

5 years of experience

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