Genesys Multicloud CX (discontinued)

Score8 out of 10

343 Reviews and Ratings

What is Genesys Multicloud CX (discontinued)?

Genesys Multicloud CX (formerly Genesys Engage, or PureEngage) is the Genesys customer engagement platform for enterprises. It is designed to be flexible for enterprises, who often have multiple and multi-national locations (including outsourcing) and large peak volumes and populations.

Categories & Use Cases

Media

Agent dashboard
Enables agents to track and view their individual and team performance.
Category average: 8.4
Validate callers
Authenticates inbound callers with a customer ID.
Category average: 8.8
Warm transfer
Allows current agent to speak with new agent before call is transferred.
Category average: 9

Customer interaction analytics
The process of taking unstructured interaction data across channels (audio, video, email, text etc..) and formatting it so that it can be searched and categorized based on interaction patterns.
Category average: 8.6
Customer surveys
Allows agents to gather post-interaction feedback from customers on the communication channel of their choice.
Category average: 8.1
CRM software integration
Allows agents to access aggregated customer information and call history data, enabling them to view a comprehensive history of a customer’s interactions.
Category average: 7.6

David Johnson

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

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

Return on Investment

It provided a terrific ROI against a hosted or cloud solution 3 years ago

Alternatives Considered

AWS CodeArtifact

Dragos Andrei Andrei

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

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

Return on Investment

Increased productivity per person and per team.
Quick reaction time for solving issues.

Other Software Used

Salesforce Commerce Cloud

eugene thai View profile

Sr. Technology Architect in Information Technology at TELUS (10,001+ employees employees)

Use Cases and Deployment Scope

Genesys Engage is being used by the majority of the organization to deliver omnichannel experience to TELUS customers.

Pros

Interaction Routing capabilities is second to none
Open flexible integration available APIs
Support department is stellar
Genesys Engage has a solution for the entire contact center ecosystem starting from routing, reporting thru to workforce optimization.

Cons

Better documentation
Conversation Manager product should have ready to use solution blueprints segmented by verticals for ease of implementation
Historical analytic products could be improved and refreshed
Better support for open source products if used as part of a product offering. IE Elasticsearch, Cassandra etc.

Alternatives Considered

Avaya and Enghouse Interactive Contact Centers

Usability

Murat Akkaynak View profile

Unified Communication Manager in Information Technology at Akbank (10,001+ employees employees)

Use Cases and Deployment Scope

The most important increase in productivity has been achieved in call center resources. Thanks to skill-based call distribution, it becomes very easy to manage agents on a subject-based basis. You can plan a single-screen call center with the WFM product. Using the WFM product increases the efficiency of the call center.

Pros

Deliver great customer experiences
Help your employees soar
Achieve your business outcomes

Cons

Troubleshooting.
Migrate to to call center cloud.
Use both cloud and on prime system together is complicated.

Alternatives Considered

Genesys PureConnect

Other Software Used

Cisco Jabber, Cisco Webex DX80, Zoom, Zoom Events

Serkan Kaya, MSc.View profile

Network Architect in Information Technology at Akbank (10,001+ employees employees)

Use Cases and Deployment Scope

As an Akbank, we are using Genesys Engage with almost all components other than EWD solution. Akbank is the leader company for the new call center technologies. Therefore, if there's a new application or new Genesys module showed up, we're insisting on learning and loved-to-use for our customers. We're launching Proactive Chat and Vidyo solutions in order to increase customer experience for customers. Since we've launched ClicktoCall (voice, chat) feature in our mobile bank application, we got positive feedback from our customers. Create proper and less supervisor process in order to manage Agent's shifts via using Genesys WFM. Other than this, Social Engagement has been integrated first at Akbank in Turkey. Our customers contacted us via Twitter and Facebook channels easily. So that using Genesys Engage, we have received a good portion of the customer interaction via non-media channel. Agent or Call based issues is solved via using InfoMart reporting. Using Genesys IVR for enhanced capabilities in order to design dynamic IVR functions. Using powerful routing capabilities for voice and non-voice media channels. Genesys Engage is being used by CallCenter side (Inbound, Outbound, SocialMedia, Chat, Video), however, it's not being used in our bank branches.

Pros

Using Genesys IVR for enhanced capabilities in order to design dynamic IVR functions.
Using powerful routing capabilities for voice and non-voice media channels.
WebEngagement module as we used ClickToCall in our mobile bank application along with chat session. So that when our Customer(s) are authenticated in the mobile app, they can easily connect with our Customer representative without waiting in the queue for a long duration. It helps to decrease average waiting time and increase Service Level.
Support team; especially e-Services segment of support which provides an immediate solution and detailed information for the specific problem. They're really taking care of the cases and provide WebEx session without asking.
Genesys Customer Advocacy Program would also be effective way to get in touch with customer

Cons

Other than product defects or bugs, we've seen that Genesys documentation can include more specific information about installation, deployment, and administration. New documents/release notes should include the previous DOC information as well. Sometimes, I've recognized that I couldn't find useful info in the new document/release note, cause it's been deleted.
In urgent cases, Genesys should provide WebEx session and chat immediately without asking logs and other information.
Need to improve Social Engagement module by adding new social channels. Nowadays, customers have lots of alternative channels to complain such as Instagram, YouTube, Google+. Therefore, we would like to see more alternative social media plugins in Genesys PureEngage.
Need to improve Reporting. Real-time and Historical. Default call center statistics should be prepared as Avaya do. No need for extra configuration. Also, real and historical values should be identical.
More technical tutorials and courses can be released on support site.
Genesys and Vidyo integration isn't easy and need to have professional services from both sides. Therefore, it's better to have well constructed documents in order to handle integration better.