Genesys Launches Employee Experience Platform

Genesys has launched Genesys Cloud EX, an AI-powered workforce management solution, designed to enhance contact centre employee experiences.

Describing itself as a “global cloud leader in experience orchestration”, Genesys is now providing a standalone employee experience solution to help businesses increase performance, engagement, and trust with their digital workforces.

The solution uses AI-powered workforce forecasting and scheduling, employee development, gamification and performance management, and coaching.

Olivier Jouve, Chief Product Officer at Genesys, said: “Employee experience is a business imperative because it often dictates customer experience.

“Many organizations are hamstrung by legacy investments that limit their ability to support the needs of today’s digital workforce.

“Genesys Cloud EX offers companies a simplified path to the cloud and tools that help them manage and empower their employees wherever they are.”

In Genesys’ ‘The State of Customer Experience’ report, it found that while many leaders consider positive employee experiences as a number one priority, only 52 percent of respondents said they use workforce engagement management (WEM) solutions.

The Genesys Cloud EX is designed to offer businesses such as these a WEM solution that can provide a variety of employee experience features within a single user interface, including management for workforces, quality, performance, and more.

The solution is made from Genesys’ AI foundation of workforce engagement management, which has 22 patents across contact centre staffing, forecasting, and model training, with a further 100 patents pending in AI.

Genesys Cloud EX can be deployed as a standalone solution, a stepping stone towards integration of the full Genesys Cloud CX suite, or alongside existing contact centre infrastructure.

To ease the integration process, Genesys and its partners are offering connectors from the Genesys Engage solution, Amazon Connect, and Avaya, with more to follow.

Taking the solution beyond the contact centre, Genesys Cloud EX can also be used to support employees in the back office.

Adam Holtby, Principal Analyst at Omdia, said: “Improving the employee experience has become a business priority that spans people, process, technology, and physical workplace considerations.

“Different business functions must work together to develop a unified strategy that transforms them into a more employee-centric and experience-focused organization. “Solutions such as Genesys Cloud EX that help better integrate organizations at the people and workflow level will be a vital support for businesses looking to improve employee experience.”

Genesys highlights four key aspects of its solution that result in happier and more engaged employees: comprehensive quality management tools and performance-driven learning, speech and text analytics, AI-powered forecasting and scheduling, and performance management and gamification.

Genesys received the highest possible scores for the workforce optimization evaluation criteria in The Forrester Wave: Contact Center as a Service, Q1 2023 report.

The company earned five out of five for workforce management, quality management, and performance management/gamification.

Genesys recently announced that it is changing the name of its leading PureCloud software to Genesys Cloud, reflecting the company’s evolution into a new age of “as a service” solutions.

Last month, 8×8 and Genesys partnered to integrate their respective UC and CC platforms.

By combining 8×8 Work and Genesys Cloud CX, they aim to improve collaboration amongst agents and other staff and create better customer experiences.