Genesys Extends Beyond the Contact Centre with New AI-Powered Employee Experience Solution

Genesys®, a global cloud leader in experience orchestration, today announced the Genesys Cloud EX™ solution, a new product to engage, motivate and empower employees within the contact centre and beyond. This new standalone employee experience solution helps any business 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.

Organisations increasingly recognise their employees are key to delivering great customer experiences. As businesses grapple with new 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%) of survey respondents reporting they use modern cloud-based workforce engagement management (WEM) solutions today.

With Genesys Cloud EX, organisations 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 industry-leading AI foundation of workforce engagement management from Genesys, which currently holds 22 patents in areas like forecasting, model training, and contact centre staffing, as well as over 100 pending patents in AI. Genesys has recently received the highest possible scores for the workforce optimisation evaluation criteria in The Forrester Wave™: Contact Centre as a Service, Q1 2023 report. This includes earning a 5 out of 5 score for workforce management, quality management and performance management/gamification criteria.

Genesys Cloud EX offers organisations added flexibility to modernise their employee experience with capabilities that they can use as a standalone solution, a first step to adopting the full Genesys Cloud suite or alongside their existing contact centre 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 organisations empower their workforce beyond the contact centre, organisations can also use Genesys Cloud EX to support employees in the back office.

Etraveli Group, a worldwide online travel agency and leading global provider of flight technology, recently selected Genesys Cloud EX to manage and engage 300 employees in the back office in its claims, payouts and ticketing departments. The company previously consolidated its customer service agents on the Genesys Workforce Engagement Management solution, enabling it to identify issues and manage its teams more effectively.

Gurpreet Sawhney of Etraveli Group said, “As a long-time Genesys customer that’s driven improvements across both customer and employee experience, we saw an opportunity to utilise Genesys Cloud EX for our employees outside of the contact centre. Genesys Cloud EX has provided a solution focused on employee experience to help us accomplish our objectives.”

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

• Comprehensive quality management tools – powered by AI and automation – and personalised, performance-driven learning, help managers identify clear CX improvement goals and empower employees in real-time.
• 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.
• AI-powered continuous forecasting and scheduling enables organisations 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.
• Performance management and gamification allow organisations to make work more purposeful and fun. Transparent and intuitive dashboards deliver employees with personalised, real-time feedback against business goals, empowering them to own their success. Leaderboards and competitions help cultivate team spirit.

“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 organisation. Solutions such as Genesys Cloud EX that help better integrate organisations at the people and workflow level will be a vital support for businesses looking to improve employee experience,” said Adam Holtby, principal analyst at Omdia.

“Employee experience is a business imperative because it often dictates customer experience. Many organisations are hamstrung by legacy investments that limit their ability to support the needs of today’s digital workforce,” said Olivier Jouve, chief product officer, Genesys. “Genesys Cloud EX offers companies a simplified path to the cloud and tools that help them manage and empower their employees wherever they are.”

To learn more about Genesys Cloud EX, visit here. Hear how our customers are using Genesys to transform their employee experiences at Genesys Xperience 2023. Register here.

About Genesys

Every year, Genesys orchestrates billions of remarkable customer experiences for organisations in more than 100 countries. Through the power of our cloud, digital and AI technologies, organisations can realise Experience as a Service®, our vision for empathetic customer experiences at scale. With Genesys, organisations have the power to deliver proactive, predictive, and hyper personalised experiences to deepen their customer connection across every marketing, sales, and service moment on any channel, while also improving employee productivity and engagement. By transforming back-office technology to a modern revenue velocity engine Genesys enables true intimacy at scale to foster customer trust and loyalty. Visit www.genesys.com/en-sg.

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Genesys Contact:

Manali Pattnaik

manali.pattnaik@genesys.com

+65 – 8321 7924