What is Genesys Cloud EX and what does Genesys Cloud EX do?

Genesys Cloud EX is a customer experience software designed to improve the quality and efficiency of mid-size to large enterprise contact centers. It features automated call monitoring, quality scoring, agent coaching, and customer interaction insights to boost agent performance and reduce operational costs.

How does Genesys Cloud EX integrate with other tools?

There is no information available about Genesys Cloud EX integrations. However, it is designed for mid-sized and larger businesses to improve customer service operations with features like automated call monitoring and agent coaching.

What the main competitors of Genesys Cloud EX?

Top alternatives to Genesys Cloud EX include ConvoZen.AI for conversation intelligence, CSAT.AI for real-time agent feedback, ClearTouch Operator for flexible cloud contact center solutions, and Rezo.ai for AI-powered customer service automation.

Is Genesys Cloud EX legit?

Yes, Genesys Cloud EX is a legitimate software solution for enterprise businesses seeking to enhance their customer service operations. It offers features like automated call monitoring and agent coaching tools. For more information, visit their website.

How much does Genesys Cloud EX cost?

Genesys Cloud CX pricing starts at $75 per user per month for the CX 1 plan. The CX 2 plan is $115, and the CX 3 plan is $155. Contact Genesys for custom pricing and add-on costs. There is no free trial or free plan available.

Is Genesys Cloud EX customer service good?

There is no information available about Genesys Cloud EX's customer service quality.

Genesys Cloud EX

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5.0/5

(3)

Genesys Cloud EX description

Genesys Cloud EX is a software solution designed to help mid-sized and larger businesses improve the quality and efficiency of their customer service operations. It offers a range of features, including automated call monitoring, quality scoring, and agent coaching tools. The software also provides detailed insights into customer interactions, helping businesses identify areas for improvement. Genesys Cloud EX aims to help companies deliver better customer experiences, improve agent performance, and reduce operational costs.

Who is Genesys Cloud EX best for

Genesys Cloud EX is a robust customer service optimization solution designed for large enterprises. It offers automated call monitoring, quality scoring, and agent coaching tools, providing valuable insights into customer interactions to identify areas for improvement and enhance the customer experience.

Best for large enterprises.
Suitable for businesses focused on enhancing customer service operations.

Genesys Cloud EX features

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Genesys Cloud EX automates the selection of interactions for review using evaluation policies and provides evaluation assistance based on speech and text analytics.

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Genesys Cloud EX enables real-time monitoring of agent interactions and allows supervisors to provide live coaching.

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Genesys Cloud EX records all interactions across channels and provides tools to analyze and track them for compliance and risk management. It also supports the automatic tagging and redaction of sensitive data.

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Genesys Cloud EX offers interaction recording across channels and can record agent screens in 4K resolution.

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Genesys Cloud EX allows for automated policies for interaction recording and evaluation, along with a user-friendly interface for quality management and coaching.

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Genesys Cloud EX utilizes AI-powered speech and text analytics to analyze customer conversations and provides insights for improving CX.

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Genesys Cloud EX collects customer feedback through surveys to provide insights for quality improvement.

Genesys Cloud EX pricing

The commentary is based on 1 reviews from Genesys Cloud EX G2 reviews.

Pricing details for Genesys Cloud EX are limited. While it offers valuable features like API access and a user-friendly interface, consider exploring alternative solutions if budget is a primary concern due to potential functionality limitations.

See the Genesys Cloud EX pricing page.

Genesys Cloud CX 1

$75

This plan includes voice channel, call routing, speech-enabled IVR, outbound campaigns, analytics and reporting, unified communications, interaction recording, knowledge, native bots, predictive engagement, predictive routing, and Agent Copilot.

Genesys Cloud CX 2

$115

This plan includes digital channels, voice channel, omnichannel routing, speech-enabled IVR, outbound campaigns, analytics and reporting, unified communications, quality assurance and compliance, knowledge, native bots, predictive engagement, predictive routing, and Agent Copilot.

Genesys Cloud CX 3

$155

This plan includes digital channels, voice channel, omnichannel routing, speech-enabled IVR, outbound campaigns, analytics and reporting, unified communications, employee performance, resource management, quality assurance and compliance, knowledge, native bots, predictive engagement, predictive routing, Agent Copilot., AI-powered forecasting and scheduling, and speech and text analytics.

Genesys Cloud EX alternatives

ConvoZen.AI

Better fit for mid-sized businesses. Offers API functionality and CRM integrations. Focuses on sales, support, compliance, and retention efforts.
Read more
CSAT.AI

Better fit for smaller businesses. CSAT.AI offers real-time feedback for agents, focusing on improving customer satisfaction and operational costs. A Genesys Cloud EX alternative and competitor.
Read more
ClearTouch Operator

Better suited for finance and retail industries. No contract pricing model. More features like automated dialing and predictive dialing. Ease of use and customer support are highlighted by users.
Read more
Rezo.ai

Better for automating customer service with AI-powered chatbots and workflows. Focuses on improving customer experience and streamlining operations for businesses of all sizes.
Read more
Re:Desk

Better for small businesses, especially e-commerce. Offers multi-channel integration including email, Twitter, and Facebook. Pricing includes a free option and a low-cost cloud-based option.
Read more
Aspect Workforce Optimization

Better for mid-sized contact centers. Stronger in Financial, Retail, Hospitality, Transportation, Media, Software, Legal, Marketing, and Professional Services. More established with significantly more reviews and ratings. Users praise comprehensive scheduling, forecasting, and real-time adherence features. However, some report performance issues and a complex setup. Consider this Genesys Cloud EX competitor for enhanced workforce optimization.
Read more

Genesys Cloud EX FAQ

What is Genesys Cloud EX and what does Genesys Cloud EX do?

Genesys Cloud EX is a customer experience software designed to improve the quality and efficiency of mid-size to large enterprise contact centers. It features automated call monitoring, quality scoring, agent coaching, and customer interaction insights to boost agent performance and reduce operational costs.
How does Genesys Cloud EX integrate with other tools?

There is no information available about Genesys Cloud EX integrations. However, it is designed for mid-sized and larger businesses to improve customer service operations with features like automated call monitoring and agent coaching.
What the main competitors of Genesys Cloud EX?

Top alternatives to Genesys Cloud EX include ConvoZen.AI for conversation intelligence, CSAT.AI for real-time agent feedback, ClearTouch Operator for flexible cloud contact center solutions, and Rezo.ai for AI-powered customer service automation.
Is Genesys Cloud EX legit?

Yes, Genesys Cloud EX is a legitimate software solution for enterprise businesses seeking to enhance their customer service operations. It offers features like automated call monitoring and agent coaching tools. For more information, visit their website.
How much does Genesys Cloud EX cost?

Genesys Cloud CX pricing starts at $75 per user per month for the CX 1 plan. The CX 2 plan is $115, and the CX 3 plan is $155. Contact Genesys for custom pricing and add-on costs. There is no free trial or free plan available.
Is Genesys Cloud EX customer service good?

There is no information available about Genesys Cloud EX's customer service quality.

Reviewed by

MK

Michal Kaczor

CEO at Gralio

Michal has worked at startups for many years and writes about topics relating to software selection and IT management. As a former consultant for Bain, a business advisory company, he also knows how to understand needs of any business and find solutions to its problems.

TT

Tymon Terlikiewicz

CTO at Gralio

Tymon is a seasoned CTO who loves finding the perfect tools for any task. He recently headed up the tech department at Batmaid, a well-known Swiss company, where he managed about 60 software purchases, including CX, HR, Payroll, Marketing automation and various developer tools.