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Genesys Multicloud CX (discontinued) vs. SAP Contact Center

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Genesys Multicloud CX (discontinued)

343 Reviews and Ratings

SAP Contact Center

2 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

    SAP Contact Center

    Score10 out of 10
    		N/AERP vendor SAP offers SAP Contact Center (formerly SAP Business Communications Management), a complete call center software solution.N/A
    Pricing
    Genesys Multicloud CX (discontinued)SAP Contact Center
    Editions & Modules
    No answers on this topic
    No answers on this topic
    Offerings
    Pricing Offerings
    Genesys Multicloud CX (discontinued)SAP Contact Center
    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)SAP Contact Center
    Considered Both Products
    Discontinued Products
    Sean Maddison
    Automation Channel Manager in Customer Service at E.ON Energy Solutions (Utilities, 10,001+ employees)
    Chose Genesys Multicloud CX (discontinued)
    We evaluated Genesys Engage against these products and some more that I don't recall, and Genesys ended up being the most featureful product we wanted for our long-term ambitions, as well as meeting our cost restrictions.

    We ended up choosing PE through a full-blown RFP process …
    Incentivized
    SAP
    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)SAP Contact Center
    Contact Center Software
    Comparison of Contact Center Software features of Genesys Multicloud CX (discontinued) and SAP Contact Center
    Feature
    Genesys Multicloud CX (discontinued)
    9.2
    118 Ratings
    SAP Contact Center
    -
    Ratings
    Agent dashboard10.0109 Ratings00 Ratings
    Validate callers10.096 Ratings00 Ratings
    Outbound response9.099 Ratings00 Ratings
    Call forwarding8.089 Ratings00 Ratings
    Click-to-call (CTC)9.083 Ratings00 Ratings
    Warm transfer10.0105 Ratings00 Ratings
    Predictive dialing9.281 Ratings00 Ratings
    Interactive voice response10.0106 Ratings00 Ratings
    REST APIs10.099 Ratings00 Ratings
    Call scripts9.075 Ratings00 Ratings
    Call tracking10.0103 Ratings00 Ratings
    Multichannel integration9.9105 Ratings00 Ratings
    CRM software integration5.199 Ratings00 Ratings
    Workforce Optimization (WFO)
    Comparison of Workforce Optimization (WFO) features of Genesys Multicloud CX (discontinued) and SAP Contact Center
    Feature
    Genesys Multicloud CX (discontinued)
    8.5
    107 Ratings
    SAP Contact Center
    -
    Ratings
    Inbound call routing9.0100 Ratings00 Ratings
    Omnichannel inbound routing10.092 Ratings00 Ratings
    Recording8.980 Ratings00 Ratings
    Quality management8.080 Ratings00 Ratings
    Call analytics8.088 Ratings00 Ratings
    Historical reporting10.0103 Ratings00 Ratings
    Live reporting9.0100 Ratings00 Ratings
    Customer surveys6.864 Ratings00 Ratings
    Customer interaction analytics7.073 Ratings00 Ratings
    User Ratings
    Genesys Multicloud CX (discontinued)SAP Contact Center
    Likelihood to Recommend
    8.0
    (147 ratings)
    -
    (0 ratings)
    Likelihood to Renew
    7.9
    (26 ratings)
    -
    (0 ratings)
    Usability
    6.9
    (18 ratings)
    -
    (0 ratings)
    Availability
    8.0
    (4 ratings)
    -
    (0 ratings)
    Performance
    7.1
    (4 ratings)
    -
    (0 ratings)
    Support Rating
    8.6
    (21 ratings)
    -
    (0 ratings)
    In-Person Training
    8.1
    (3 ratings)
    -
    (0 ratings)
    Online Training
    7.3
    (2 ratings)
    -
    (0 ratings)
    Implementation Rating
    3.8
    (11 ratings)
    -
    (0 ratings)
    Configurability
    6.5
    (3 ratings)
    -
    (0 ratings)
    Ease of integration
    1.4
    (4 ratings)
    -
    (0 ratings)
    Product Scalability
    7.3
    (4 ratings)
    -
    (0 ratings)
    Vendor post-sale
    7.3
    (2 ratings)
    -
    (0 ratings)
    Vendor pre-sale
    7.3
    (2 ratings)
    -
    (0 ratings)