Genesys Cloud EX Description

Genesys Cloud EX stands out as a cutting-edge platform aimed at enhancing employee experiences within contact centers and organizations that prioritize customer interaction. By incorporating robust workforce engagement management (WEM) capabilities, it simplifies essential functions like scheduling, performance monitoring, and skill enhancement. Utilizing AI-powered insights, Genesys Cloud EX allows supervisors to pinpoint improvement opportunities while offering tailored coaching and growth experiences for employees. The platform fosters a culture of teamwork, openness, and support through its user-friendly dashboards and integrated communication features. Thanks to its cloud-based design, Genesys Cloud EX not only boosts organizational productivity and employee morale but also ensures the delivery of outstanding customer service, making it a crucial tool for modern businesses. Ultimately, the platform's focus on continuous development and engagement sets a new standard for employee and customer satisfaction.

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Pricing

Free Trial:
Yes

Integrations

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Reviews - 1 Verified Review

Total
ease
features
design
support
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Company Details

Company:
Genesys
Year Founded:
1990
Headquarters:
United States
Website:
www.genesys.com/genesys-cloud-ex

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Product Details

Platforms
Web-Based
On-Premises
Types of Training
Training Docs
Customer Support
Business Hours
Online Support

Genesys Cloud EX Features and Options

Call Center Software

Blended Call Center
Call Logging
Call Recording
Call Scripting
Campaign Management
Database
Escalation Management
IVR / Voice Recognition
Inbound Call Center
Manual Dialer
Outbound Call Center
Predictive Dialer
Progressive Dialer
Queue Management
Real-time Chat
Reporting/Analytics

Workforce Optimization (WFO) Software

Interaction Analytics
Liability Recording
Performance Management
Quality Management
Real-time Guidance
Reporting
Speech Analytics
Surveying
Workforce Management
eLearning

Genesys Cloud EX User Reviews

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  • Name: Max S.
    Job Title: Contact Center Engineer
    Length of product use: 6-12 Months
    Used How Often?: Weekly
    Role: User, Administrator
    Organization Size: 26 - 99
    Features
    Design
    Ease
    Pricing
    Support
    Likelihood to Recommend to Others
    1 2 3 4 5 6 7 8 9 10

    Genesys PureConnect Review!

    Date: Apr 04 2021

    Summary: Our Overall experience with Genesys Could have been great! with all the automation it has sped up our process a great deal!

    Positive: Some of the pros to Genesys PureConnect are the ease to implement an IVR, and Easy Administration on the platform.

    Negative: Some of the cons are the out of box reports aren't that good, and there are some issues with Flowout calls.

    Read More...
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