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Genesys Multicloud CX (discontinued) vs. Genesys PureConnect (discontinued)

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Genesys Multicloud CX (discontinued)

343 Reviews and Ratings

Genesys PureConnect (discontinued)

216 Reviews and Ratings

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    Overview
    ProductRatingMost Used ByProduct SummaryStarting Price

    Genesys Multicloud CX (discontinued)

    Score8 out of 10
    		N/AGenesys 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.N/A

    Genesys PureConnect (discontinued)

    Score6.8 out of 10
    		N/AGenesys PureConnect was an omnichannel contact center platform that offered cloud-based or on-premise deployments. It featured a SIP-based architecture with VoIP capabilities, allowing companies to connect legacy voice systems and use existing phones. A legacy product, new users are encouraged to investigate Genesys Cloud.N/A
    Pricing
    Genesys Multicloud CX (discontinued)Genesys PureConnect (discontinued)
    Editions & Modules
    No answers on this topic
    No answers on this topic
    Offerings
    Pricing Offerings
    Genesys Multicloud CX (discontinued)Genesys PureConnect (discontinued)
    Free Trial
    NoNo
    Free/Freemium Version
    NoNo
    Premium Consulting/Integration Services
    NoNo
    Entry-level Setup FeeNo setup feeNo setup fee
    Additional Details——
    More Pricing Information
    Community Pulse
    Genesys Multicloud CX (discontinued)Genesys PureConnect (discontinued)
    Considered Both Products
    Discontinued Products
    Rick Bennett
    Contact Center Engineer in Information Technology at Several Companies (Banking, 10,001+ employees)
    Chose Genesys Multicloud CX (discontinued)
    Genesys Multicloud CX (formerly Genesys Engage) is a lot more complex than Genesys PureConnect. In addition, it seems like Genesys never makes Genesys Multicloud CX (formerly Genesys Engage) easier to manage--features are added, UIs and are created, but it doesn't seem like the …
    Incentivized
    sivaram anem
    IT Lead at Tech Mahindra at Tech Mahindra (Education Management, 10,001+ employees)
    Chose Genesys Multicloud CX (discontinued)
    My Previous work experience involved working into both environments Genesys PureConnect and Genesys Engage Their basic idea was to transform the entire architecture from Genesys Engage to Genesys PureConnect.
    Incentivized
    Mikael Stokholm
    Communications Specialist in Information Technology at Topdanmark (Insurance, 1001-5000 employees)
    Chose Genesys Multicloud CX (discontinued)
    Genesys Multicloud CX has the Enterprise, Bulk solution and ability to be customized to an extent that no other product has. I would say that any of the Genesys products has a leading edge on the competition, and suits brackets of their own on the market, and for us, the …
    Incentivized
    Murat Akkaynak
    Unified Communication Manager in Information Technology at Akbank (Banking, 10,001+ employees)
    Chose Genesys Multicloud CX (discontinued)
    We chose it for a better customer experience, and I think the most practical way to achieve this is Genesys Power Routing. You can watch all Routing operations live. All audio and digital industries enable us to combine business elements and inbound and outbound interactions. …
    Incentivized
    Verified User
    Chose Genesys Multicloud CX (discontinued)
    Greater form of flexibility when it comes to integrating it with our backend systems. We were not limited by the connection specifications of the previous solution.
    Incentivized
    Luiz Arthur Maceno Gomes
    System Analyst in Information Technology at Wittel (Information Technology & Services, 201-500 employees)
    Chose Genesys Multicloud CX (discontinued)
    Compared to PureConnect, Genesys Engage is superior in compatibility and customization.
    Incentivized
    Verified User
    Chose Genesys Multicloud CX (discontinued)
    Genesys Engage is the leader in contact center platforms.
    Incentivized
    Verified User
    Chose Genesys Multicloud CX (discontinued)
    The way I see Genesys is much more intuitive and configurable than the rest of CTI applications. It is very dynamic at the time of setting up and very entertaining at the same time as fun for a technician.
    Incentivized
    Serdar KAYA
    IT Product Manager in Information Technology at ING Bank Turkey (Banking, 5001-10,000 employees)
    Chose Genesys Multicloud CX (discontinued)
    Previously, we were using IN-IN call center technology. After that, we moved and began to use Genesys Engage. This is a big leap for us. The reason for this change was a refreshment on our IVR and routing ability. We got really good customer feedback after this change.
    Incentivized
    Verified User
    Chose Genesys Multicloud CX (discontinued)
    Genesys Engage combines the flexibility to be able to integrate and create every customer journey a customer wants together with the possibility to create your own configuration interface to manage the most common day to day options for let's say a supervisor.
    Incentivized
    Discontinued Products
    No answer on this topic
    Key User Insights
    Would buy again
    No answers on this topic
    No answers on this topic
    Delivers good value for the price
    No answers on this topic
    No answers on this topic
    Happy with the feature set
    No answers on this topic
    No answers on this topic
    Lived up to sales and marketing promises
    No answers on this topic
    No answers on this topic
    Implementation went as expected
    No answers on this topic
    No answers on this topic
    Features
    Genesys Multicloud CX (discontinued)Genesys PureConnect (discontinued)
    Contact Center Software
    Comparison of Contact Center Software features of Genesys Multicloud CX (discontinued) and Genesys PureConnect (discontinued)
    Feature
    Genesys Multicloud CX (discontinued)
    9.2
    118 Ratings
    Genesys PureConnect (discontinued)
    7.9
    64 Ratings
    Agent dashboard10.0109 Ratings6.755 Ratings
    Validate callers10.096 Ratings7.548 Ratings
    Outbound response9.099 Ratings8.541 Ratings
    Call forwarding8.089 Ratings7.756 Ratings
    Click-to-call (CTC)9.083 Ratings8.043 Ratings
    Warm transfer10.0105 Ratings8.357 Ratings
    Predictive dialing9.281 Ratings8.036 Ratings
    Interactive voice response10.0106 Ratings8.045 Ratings
    REST APIs10.099 Ratings7.037 Ratings
    Call scripts9.075 Ratings8.539 Ratings
    Call tracking10.0103 Ratings7.755 Ratings
    Multichannel integration9.9105 Ratings9.044 Ratings
    CRM software integration5.199 Ratings8.038 Ratings
    Workforce Optimization (WFO)
    Comparison of Workforce Optimization (WFO) features of Genesys Multicloud CX (discontinued) and Genesys PureConnect (discontinued)
    Feature
    Genesys Multicloud CX (discontinued)
    8.5
    107 Ratings
    Genesys PureConnect (discontinued)
    5.5
    54 Ratings
    Inbound call routing9.0100 Ratings6.551 Ratings
    Omnichannel inbound routing10.092 Ratings6.539 Ratings
    Recording8.980 Ratings4.552 Ratings
    Quality management8.080 Ratings4.546 Ratings
    Call analytics8.088 Ratings3.043 Ratings
    Historical reporting10.0103 Ratings5.052 Ratings
    Live reporting9.0100 Ratings6.548 Ratings
    Customer surveys6.864 Ratings8.035 Ratings
    Customer interaction analytics7.073 Ratings5.030 Ratings
    User Ratings
    Genesys Multicloud CX (discontinued)Genesys PureConnect (discontinued)
    Likelihood to Recommend
    8.0
    (147 ratings)
    5.3
    (116 ratings)
    Likelihood to Renew
    7.9
    (26 ratings)
    8.6
    (12 ratings)
    Usability
    6.9
    (18 ratings)
    7.3
    (12 ratings)
    Availability
    8.0
    (4 ratings)
    9.1
    (3 ratings)
    Performance
    7.1
    (4 ratings)
    8.8
    (3 ratings)
    Support Rating
    8.6
    (21 ratings)
    4.0
    (12 ratings)
    In-Person Training
    8.1
    (3 ratings)
    8.2
    (4 ratings)
    Online Training
    7.3
    (2 ratings)
    8.3
    (3 ratings)
    Implementation Rating
    3.8
    (11 ratings)
    6.1
    (7 ratings)
    Configurability
    6.5
    (3 ratings)
    9.0
    (2 ratings)
    Ease of integration
    1.4
    (4 ratings)
    8.1
    (2 ratings)
    Product Scalability
    7.3
    (4 ratings)
    8.2
    (3 ratings)
    Vendor post-sale
    7.3
    (2 ratings)
    8.8
    (3 ratings)
    Vendor pre-sale
    7.3
    (2 ratings)
    8.8
    (3 ratings)