Genesys Cloud EX
Last Updated
Overview
Genesys Cloud EX is an extensive inbound and outbound tool that offers comprehensive workforce engagement management that enhances scheduling, performance insights, and employee experience. While the platform’s customer service support may require some improvement, it provides AI-driven forecasting and quality management for improved efficiency.
Genesys Cloud EX Specifications
- Interactive Voice Response (IVR)
- Call Recording
- Call Reporting And Analytics
- Omnichannel Support
Genesys Cloud EX Features
Automatic Call Distribution
Genesys Cloud EX enhances intelligent automatic call distribution that directs inbound interactions to the best available agent using routing rules. It delivers AI-powered skills-based and priority routing to improve first-contact resolution and reduce wait times.
Analytics And Reporting
The software features analytics and reporting tools that deliver real-time insights into queue activity, adherence, and interaction trends. It provides customizable dashboards and views to monitor contact center performance across inbound and outbound activities.
Inbound
The system includes inbound engagement capabilities that ensure customer interactions connect with contact center channels effectively. It supports voice and digital channels through unified routing and skill-based assignments.
Outbound
The platform provides outbound capabilities that enable proactive engagement through voice and digital outreach. It sends personalized notifications and advanced list segmentation for targeted customer communication.
Pros And Cons of Genesys Cloud EX
Pros
Enhances quality management and compliance tracking
Provides conversational analytics
Offers coaching and training tools
Delivers performance scorecards
Cons
It may require some time to load the recorded interactions
The platform may require some improvement in its client interaction
Genesys Cloud EX Reviews
Total 4 reviews
5
All reviews are from verified customers
Rating Distribution
5
Stars100%
4
Stars0%
3
Stars0%
2
Stars0%
1
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Share your experience
Mid Market, 51-100 employees
“hanldes calls efficiently”
Pros
It's been a dependable solid platform for handling both calls and emails effectively.
Cons
One thing that would really help is adding an Excel import option to the scheduling system so rosters can be uploaded more conveniently.
Rating Distribution
Ease of use
9
Value for money
9
Customer Support
8
Functionality
9
Enterprise, 500+ employees
“powerful features”
Pros
Navigating between blocks feels easy and the platform comes with a really solid range of features.
Cons
Customer support doesn't seem fully up to date.
Rating Distribution
Ease of use
10
Value for money
10
Customer Support
8
Functionality
9
Enterprise, 500+ employees
“Simple to understand”
Pros
Every option and all the features are explained quite clearly which makes everything quite simple to follow.
Cons
Recorded interactions can take a little while to load at times.
Rating Distribution
Ease of use
9
Value for money
9
Customer Support
9
Functionality
10
Frequently Asked Questions
What other apps does Genesys Cloud EX integrate with?
Genesys Cloud EX software integrates with a wide range of apps, including Salesforce, ServiceNow, eMite, PureInsights, SuccessKPIs, and Brightmetrics.
What language does Genesys Cloud EX support?
Genesys Cloud EX software supports English, French, Spanish, German, Chinese, Italian, Portuguese, and more.
Who are the typical users of Genesys Cloud EX?
The typical users of Genesys Cloud EX include sectors like education, government, healthcare, insurance, logistics, manufacturing, and real estate.
Does Genesys Cloud EX have a mobile app?
No, Genesys Cloud EX does not offer a mobile app.
What level of support does Genesys Cloud EX offer?
Genesys Cloud EX offers support through email and phone number.
What types of pricing plans does Genesys Cloud EX offer?
The vendor offers customized pricing plans according to different business needs. It offers a Basic Plan at $90/user/month which is billed annually. Get a customized Genesys Cloud EX cost breakdown for your business today.
Does Genesys Cloud EX offer an API?
Yes, Genesys Cloud EX does offer an API.