Genesys Cloud EX

Genesys Cloud EX helps any organisation foster employee engagement, performance and trust through industry-leading AI-powered workforce management capabilities

by Genesys · Employee Engagement & Culture

Genesys Cloud EX screenshot

Executive Summary

Genesys Cloud EX is an employee experience solution that Genesys announced in May 2023 as a new product to engage, motivate and empower employees within the contact centre and beyond. It combines AI-powered workforce forecasting and scheduling, gamification and performance management, coaching, and employee development, with quality management, in a single user interface. Genesys says it can be used as a standalone solution, as a first step to the full Genesys Cloud suite, or alongside existing contact centre infrastructure.

Use Cases

  • AI-powered workforce forecasting and scheduling
  • Quality management with AI and automation
  • Performance management and gamification with leaderboards and competitions
  • Coaching and employee development
  • Speech and text analytics to understand customer requests and suggest responses
  • Supporting back-office employees beyond the contact centre

Features

Intelligence

  • AI-Powered Scheduling Optimization: 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

Technical Specifications

Architecture
Cloud-native, microservices-based architecture designed for scalability and high availability.
Deployment
SaaS

Infrastructure

  • AWS
  • Azure
  • GCP

Integrations

  • Salesforce
  • Genesys Engage
  • Avaya
  • Amazon Connect

Pricing

Model
Per user/month, billed annually, with usage-based options.
Target Customer
Mid-Market,Enterprise

About Genesys

Genesys is an American software company that sells customer experience (CX) and call center technology to mid-sized and large businesses. It offers both cloud-based and hybrid cloud software, empowering over 8,000 organizations worldwide to create exceptional customer and employee experiences through its AI-powered experience orchestration platform.

Founded: 1990 · Headquarters: Menlo Park, USA · Employees: 5,001-10,000 · Private

Verified sources

Each of these facts was checked against the vendor page linked (2026-10-15).

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