Genesys Multicloud CX (Legacy)

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

l will not lie about it, the implementation it's hard and requieres a few months after finishing it to became really stable, but dont worry, there is light at the end of the tunnel. Genesys it's a really dinamic and wide open platform, that provides a huge ammount of solutions for the same problem, allowing you to adjust and customize it to the customer time and budget needs. The documentation that they bring it's very informative as well and there are big communities and many forums of administrators and developers with a lot of information shared. It's easy to start with the basics, but for really exploit all the posibilities it brings, you will need strong knowledge in a lot of diferent IT areas, like Telecommunications, Database Administration, Software Developping (many languages, like java, xml, .net, phyton), Web Servers and Web Services, Microsoft and/or Linux Administration, etc.

This is the only true omnichannel customer engagement platform for delivering superior and to increase the overall KPI and service delivery

I loved the capabilities of their products in satisfying business needs. However, documentation need to improve to support their products.

A Platform for long-term work, meeting major demands and business flows. We utilize the CRM Integration Platform and use management reporting to support strategy, sales, and marketing teams. Genesys products are well-known in the enterprise and Genesys PureEngage has perfectly matched our work needs, such as cloud premise fulfillment, management reporting, timely operations monitoring, easy-to-use and an optimized environment. I recommend the experience of using this tool, a robust platform that serves large companies and provides excellent levels of service.