Discontinuing Genesys Engage: These are your alternatives

The US software manufacturer Genesys has discontinued the development of its Genesys Engage contact center platform. The software was discontinued by 2028 at the latest. With a lead time of three years, earlier termination would even be possible. For example, Engage could be discontinued this year for 2026. Here's what this decision means for Genesys Engage customers and what the alternatives are.

There are no more new innovations planned for Genesys Engage. All versions up to and including V8.1 have already been discontinued. For version 8.5, key components were discontinued as of July 31, 2025. For example, the important component “Intelligent Workload Distribution” (IWD). As things stand today, the service will only be maintained for version 9.0.

The manufacturer is focusing on the development of its 100% cloud platform “Cloud CX”. This platform runs in the AWS cloud and cannot be operated on premises. “Cloud CX” is a standalone new platform that does not allow a seamless transition for existing Engage customers. The “Workload Distribution” component is missing from “Cloud CX”; the platform focuses on the telephony, web messaging, email, SMS, and social media channels.

There are additional challenges for companies that seek to integrate Microsoft Teams. While Genesys Engage does not support Microsoft Teams, “Cloud CX” includes voice-only integration based on PSTN Calling Plans (SBC). With this integration, media escalation using video telephony, chat and screen sharing is not possible. The voice cloud provided by Genesys is also in competition with Microsoft Teams. There are two independent voice endpoints per user.

Existing Genesys Engage customers are compelled to act. Switching to a new solution involves an extensive project. Industry experience shows that replacing a larger and complex contact center solution takes at least two to four years.

With Dynamic Workload, IP Dynamics offers a future-proof solution. The enterprise software suite runs 100% in Microsoft Azure and uses the latest Microsoft cloud technology. Optionally, the solution can also be operated on-premises or as a hybrid.

Dynamic Workload offers an innovative solution and controls all of your company's work in real time from a central worklist. Whether it's writing, telephony or other media — the employee always receives the right process at the right time. The solution is unique on the market and qualifies and routes all communication channels. Any number of processes can be evaluated at the same time and managed on an SLA basis. In this way, you not only achieve efficient use of your resources and increase productivity, but also automatically deliver on customer promises and increase customer satisfaction.

As a Microsoft Gold Partner, IP Dynamics also offers full Microsoft Teams integration with unrestricted media escalation. Microsoft Teams is used here as the central and only unified communications platform. The uniform UC infrastructure significantly reduces operating costs.

As a German manufacturer, IP Dynamics is not only certified according to ISO standards 9001 and 27001, but is also very familiar with the requirements and regulations of the local market. The company's solutions comply with the provisions of the General Data Protection Regulation (GDPR) and the Federal Financial Supervisory Authority (BaFin). Leading German insurance companies are already using IP Dynamics software.

If you're looking to replace your Genesys Engage platform and are looking for a future-proof solution, look no further than IP Dynamics. Please feel free to contact us for a non-binding consultation.