Genesys Multicloud CX
Multicloud contact center software for enterprise customer experience.
Executive Summary
Genesys Multicloud CX is an enterprise-grade contact center software solution designed to provide comprehensive customer experience capabilities across various public cloud platforms. Formerly known as Genesys Engage and PureEngage, it offers a robust platform for managing customer interactions across multiple channels, including voice, chat, and co-browse, integrating them into a unified engagement history. The solution is built on a microservices-based architecture, leveraging containerization technology, particularly evident in its private edition. This design allows for flexibility and scalability in deployment across major public cloud infrastructures. It provides capabilities for data export, enabling customers to manage and analyze their interaction data for compliance and operational insights. While Genesys Multicloud CX has demonstrated significant growth in cloud and subscription bookings, Genesys has announced a strategic shift to focus entirely on Genesys Cloud CX, discontinuing the sale of Multicloud CX and its private edition. It remains a powerful solution for existing enterprise customers requiring a multicloud contact center environment with strong security and compliance certifications like PCI-DSS, ISO 27001, and SOC 2 Type 2.
Use Cases
- Managing customer interactions across multiple channels
- Routing customer inquiries efficiently
- Integrating with existing enterprise systems
- Providing digital customer support (e.g., chat)
- Data export and management for compliance and analytics
Features
Support
- Chat: Integrates chat interactions into customer engagement history and routing.
- Co-Browse: Enables agents to co-browse with customers for enhanced support.
Visibility
- Agent Desktop: Unified agent interface for managing customer interactions across channels.
- Supervisor Dashboards: Real-time monitoring and management tools for contact center supervisors.
- Administrator Portal: Centralized portal for system configuration, user management, and reporting.
Intelligence
- Interaction Analytics: Analyzes customer interactions to identify trends, sentiment, and areas for improvement.
- Performance Reporting: Provides detailed reports on agent performance, service levels, and contact center efficiency.
Technical Specifications
- Architecture
- Microservices-based, utilizing containerization technology
- Deployment
- SaaS, Self-Hosted (Private Edition)
- Authentication
- SSO/SAML, MFA
- API Available
- Yes
Infrastructure
- AWS
- Azure
- GCP
AI/ML Stack
- Genesys Cloud AI
Integrations
- Salesforce
- ServiceNow
Security & Compliance
Certifications: PCI-DSS, ISO 27001, SOC 2 Type 2
Encryption: Data encryption in transit and at rest, adhering to industry security standards.
Pricing
- Starting Price
- Contact sales
- Target Customer
- Enterprise
About Genesys
Genesys is an American software company that sells customer experience (CX) and call center technology to mid-sized and large businesses. It offers both cloud-based and hybrid cloud software, empowering over 8,000 organizations worldwide to create exceptional customer and employee experiences through its AI-powered experience orchestration platform.
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