MetriNote – Genesys Adds Employee Experience Platform for Agents & Others

May 15, 2023 – Genesys has introduced Genesys Cloud EX, an AI-powered employee experience (EX) platform aimed at bringing its workforce optimization (WFO)/workforce engagement management (WEM) features to legacy Genesys contact center agents, as well as to back-office personnel. Cloud EX, which includes WEM capabilities such as quality management, speech and text analytics, forecasting and scheduling, and performance management and gamification, is available as a standalone cloud-based product for Genesys Engage on-prem customers, as a precursor to their adoption of Genesys’s Cloud CX suite. Additionally, Cloud EX can be used with non-Genesys contact center platforms, via pre-built connectors. Connectors are initially available for Avaya and Amazon Connect platforms.