Genesys Multicloud CX (Legacy)

Genesys Multicloud seems to be a complete suite for managing Customer Interactions among different contact channels, yet being very consistent.

An on-premise solution converted to a cloud solution with the wrong approach. Genesys sells it as a cloud solution but it is indeed a hybrid system which requires local installation from software and will drives you to a huge investment into network connectivity. This approach also converts a solid on-premise solution into a solution with low scalability and time-consuming for small and maintenance tasks. The solution covers all the typical features from the contact center such as the IVR and ACD, with a powerful designer solution for creating callflows, Outbound campaign, CTI, call recording, real time monitoring and historical reporting, email and chat channels. Also includes WFM but with poor performance. Integration with CRMs such as Salesforce is also possible but again de performance is not as good as it should be if we compare the integration with the integrations between SFDC and other cloud contact center technologies. Social Media channels are still a pilot. Also, as mentioned before its low scalability stops the system to engage with the new trends in the contact center market: AI, virtual agents, and agile work-methodologies. As a positive aspect, the tool is highly customizable if your bussiness requires it. The internal organization from Customer Care, with multiples teams and escalation paths deliver to the customer a frustration feeling difficult to get over. Summarizing, a wrong called cloud solution which covers the main features of the standard contact centers but will block you to go further with the new challenges that your business will face in the next coming years and it will requires you a considerable effort to deploy and maintain considering costs and resources.