Global cloud leader Genesys announced Genesys Cloud EX™, an AI-powered employee experience solution for engaging, motivating, and empowering employees within the contact center and beyond. The new standalone solution aims to help organizations increase engagement, performance, and trust within today’s digital workforce by offering AI-powered workforce forecasting and scheduling, gamification and performance management, coaching, and employee development.

The increasing importance of employee experience in delivering exceptional customer experiences is being recognized by organizations, and as businesses adapt to remote and hybrid working models, talent shortages, and the gig economy, ensuring a positive employee experience has become a top priority. However, legacy on-premises systems have limited many businesses’ ability to manage and support their employees, with only 52% of survey respondents reporting they use modern cloud-based workforce engagement management solutions today.

With Genesys Cloud EX, organizations can drive engagement using a single user interface, covering workforce management, quality management, performance management, and more. The solution builds on Genesys’ industry-leading AI foundation, holding 22 patents in areas such as forecasting, model training, and contact center staffing, along with over 100 pending patents in AI.

Etraili Group, a leading global online travel agency, recently selected Genesys Cloud EX to manage and engage 300 employees in its back office claims, payouts, and ticketing departments. 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 utilize Genesys Cloud EX for our employees outside of the contact center. Genesys Cloud EX has provided a solution focused on employee experience to help us accomplish our objectives.”

Adam Holtby, principal analyst at Omdia, noted that “employee experience is a business imperative because it often dictates customer experience” and that “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.”