Genesys Cloud EX Improves Employee Experience

Genesys announced the release of its Genesys Cloud EX solution, a product to engage, motivate and empower employees within the contact center and beyond.

This standalone employee experience (EX) solution helps businesses increase engagement, performance and trust with today’s digital workforce through capabilities including artificial intelligence (AI)-powered workforce forecasting and scheduling, gamification and performance management, coaching, and employee development.

Organizations increasingly recognize their employees are key to delivering great customer experiences. As businesses grapple with remote and hybrid working models, talent shortages and the rise of the gig economy, many leaders say ensuring a positive employee experience is a No. 1 priority, according to The State of Customer Experience” report from Genesys.

Yet, legacy on-premises systems limit many businesses in managing and supporting their employees, with approximately only half (52 percent) of survey respondents reporting they use modern cloud-based workforce engagement management (WEM) solutions today.

With Genesys Cloud EX, organizations can drive engagement through a full breadth of employee experience features in a single user interface, including workforce management, quality management, performance management and more.

The solution is built from the AI foundation of workforce engagement management from Genesys, which holds 22 patents in areas like forecasting, model training and contact center staffing, as well as more than 100 pending patents in AI.

Genesys recently received the highest possible scores for the workforce optimization evaluation criteria in The Forrester Wave: Contact Center as a Service, Q1 2023 report. This includes earning a five out of five score for workforce management, quality management and performance management/gamification criteria.

Genesys Cloud EX offers organizations added flexibility to modernize their employee experience with capabilities that can use as a standalone solution, a first step to adopting the full Genesys Cloud CX suite or alongside their existing contact center infrastructure.

To simplify the integration process between systems, Genesys and partners are offering pre-built connectors from the Genesys Engage solution, Avaya and Amazon Connect initially, with more to come. With capabilities to help organizations empower their workforce beyond the contact center, organizations can also use Genesys Cloud EX to support employees in the back office.

With Genesys Cloud EX, businesses can create happier, more engaged employees through:

  1. Comprehensive quality management tools – powered by AI and automation – personalized, performance-driven learning, help managers identify clear CX improvement goals and empower employees in real-time.
  2. Speech and text analytics make it possible to more accurately understand customer requests to predict and suggest responses that better address inquiries, both via self-service and agent-assisted interactions.
  3. AI-powered continuous forecasting and scheduling enables organizations to intelligently manage resources so the right employees are available to help customers at the right time; suggest what resources might be needed at any time; and avoid overstaffing or understaffing.
  4. Performance management and gamification allow organizations to make work more purposeful and fun. Transparent and intuitive dashboards deliver employees with personalized, real-time feedback against business goals, empowering them to own their success. Leaderboards and competitions help cultivate team spirit.

To learn more about Genesys Cloud EX, visit here.