Genesys Multicloud CX (discontinued)

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

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.

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.

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.

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.

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

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.

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.

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.

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

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.

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.

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

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.

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.

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

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

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.

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.

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.