Genesys Cloud EX Overview

Genesys-cloud offers a scalable modern cloud architecture for future-proof contact centers. Built on a solid foundation, it provides open platform capabilities.

Use Cases

Customers recommend Engagement Management, Customer Feedback Management, Contact List Management, as the business use cases that they have been most satisfied with while using Genesys Cloud EX.

Other use cases:

  • Call Recording
  • Collaboration
  • Helpdesk Management
  • Communication Management
  • Call Transcription
  • Loyalty Management
  • Product Marketing
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Business Priorities

Acquire Customers and Enhance Customer Relationships are the most popular business priorities that customers and associates have achieved using Genesys Cloud EX.

Other priorities:

  • Increase Sales & Revenue
  • Enter New Markets Internationally Or Locally
  • Scale Best Practices
  • Improve ROI
  • Improve Efficiency
  • Improve Stakeholder Relations
  • Grow Market Share
  • Improve Internal Communications
  • Build Brand Awareness
  • Manage Risk
  • Launch New Products
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Genesys Cloud EX Use-Cases and Business Priorities: Customer Satisfaction Data

Genesys Cloud EX works with different mediums / channels such as Promotions. Text SMS. Coupons etc.

Genesys Cloud EX's features include Feedback Surveys, Personalization, Alerts: Popups & Notifications, etc. and Genesys Cloud EX support capabilities include 24/7 Support, Chat Support, AI Powered, etc. also Genesys Cloud EX analytics capabilities include Analytics, and Custom Reports.

Reviews

"...Genesys is a leading provider of customer service and contact center solutions...." Peer review from Featured Customers

Peer review evidence (same sources as the product rating summary)

"...World Fuel Services Connects its Global Workforce and Reimagines Digital Customer Engagement with Box ..." Genesys Expands Support for Google Cloud Contact Center AI Across All Three Customer Experience Platforms
"...This has led to a 4% increase in customer satisfaction scores...." Peer review by Mark Hills, Head of Insight and Performance, SAGA
"...Thanks to Genesys, we were able to set up exclusive points of contact right after the Gear East Japan Earthquake and other exclusive points of contact for customers over a one-day span...." Peer review by Hisashi Nakatsukasa, Manager, Customer Support Division, NEC Fielding

Genesys Cloud EX, Retently, Oracle Advertising and Customer Experience (CX), Tenfold, Insider One, etc., all belong to a category of solutions that help Customer Experience Management. Each of them excels in different abilities. Therefore, determining the best platform for your business will depend on your specific needs and requirements.

Popular Business Setting

for Genesys Cloud EX

Top Industries

  • Information Technology and Services
  • Computer Software

Popular in

  • Small Business
  • Mid Market
  • Large Enterprise

Genesys Cloud EX is popular in Information Technology And Services, and Computer Software, and is widely used by Small Business, Mid Market, and Large Enterprise.

Genesys Cloud EX Customer wins, Customer success stories, Case studies

What makes Genesys Cloud EX ideal for Engagement Management?

How can Genesys Cloud EX enhance your Customer Feedback Management process?

How can Genesys Cloud EX optimize your Contact List Management Workflow?

How does Genesys Cloud EX facilitate Collaboration?

11 buyers and buying teams have used Cuspera to assess how well Genesys Cloud EX solved their Customer Experience Management needs. Cuspera uses 998 insights from these buyers along with peer reviews, customer case studies, testimonials, expert blogs and vendor provided installation data to help you assess the fit for your specific Customer Experience Management needs.

 

Genesys Reports Strong First Quarter Momentum as Enterprises Scale Agentic Experience Orchestration

Genesys reported strong first-quarter growth for fiscal year 2027, driven by increased enterprise adoption of its AI-powered Genesys Cloud platform. The platform reached $2.8 billion in annual recurr...ing revenue, growing nearly 35% year-over-year. More than 7,000 organizations, including major companies like Panasonic Digital and TELUS Communications, leverage Genesys Cloud to enhance customer experiences and operational efficiency through AI capabilities.

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Genesys International bags NMCG contract for Ganga aerial survey across four states

Genesys International secured a contract from the National Mission for Clean Ganga to conduct an aerial LiDAR survey and geotagged videography along the Ganga River. The project, spanning four Indian... states, aims to enhance river management and pollution monitoring using advanced geospatial technologies.

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Genesys Archives - Page 2 of 11

Coca-Cola Bottlers' Sales and Services is improving its customer experience by implementing the Genesys Cloud platform to enhance business interactions.

Read on →

Vodafone Oman - Telecommunications - Large

Muscat, Oman

Vodafone Oman used Genesys Cloud CX to transform its contact center. The company shifted 70% of customer interactions to digital channels. It launched new telesales programs and improved WhatsApp sup...port. Vodafone Oman achieved a sales conversion rate of over 15%. It now holds the top NPS in the Oman telecom market. Automated workforce management helped optimize staffing and reduce costs.

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Stefanini - Information Technology And Services - Large

São Paulo, Brazil

Stefanini used Genesys Cloud CX to simplify its contact center operations. The company eliminated hundreds of servers and virtual machines. This reduced infrastructure costs and improved agility. Ste...fanini now has better agent experiences and faster quality management. The unified platform supports smarter, data-driven customer outcomes.

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P&N Group (P&N Bank and BCU Bank) - Financial Services - Medium

Perth, Australia

CX Cloud from Genesys and Salesforce helped P&N Group unify customer experience across P&N Bank and BCU Bank. Agents now save up to 15 minutes per day, with 1,800 hours of annual efficiency gains. Th...e solution reduced average handling time by 20 seconds and enabled agents to handle over 22,000 calls monthly. Automation ensures 100% of calls have high-quality summaries. Employees benefit from better tools, improved engagement, and more time for customer care.

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Genesys Cloud Contact Center Overview

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Frequently Asked Questions (FAQ)

What buyers ask before choosing Genesys Cloud EX

What is Genesys Cloud EX used for?

Genesys Cloud EX is a Customer Experience Management Software mainly used by its customers to Acquire Customers and Enhance Customer Relationships by Engagement Management, Customer Feedback Management and Contact List Management .

What are the top features of Genesys Cloud EX?

Feedback surveys, Personalization and Alerts: popups & Notifications are some of the top features of Genesys Cloud EX.

Who uses Genesys Cloud EX?

Genesys Cloud EX is used by Information Technology And Services, Computer Software among other industries.

What are Genesys Cloud EX alternatives?

Retently, Oracle Advertising And Customer Experience (CX), Tenfold and Insider One are popular alternatives for Genesys Cloud EX.

Where is Genesys Cloud EX located?

Genesys Cloud EX is headquartered at 2001 Junipero Serra BlvdDaly City, CA 94014, USA.
lightning

Peers used Genesys Cloud EX for engagement management and customer feedback management

Genesys Cloud EX Competitors

Genesys Cloud EX Features

  • Low
  • Medium
  • High
FEATURE RATINGS AND REVIEWS
AI Powered

4.71/5 ★

Read Reviews (85)
Analytics

4.86/5 ★

Read Reviews (63)
Custom Reports

4.62/5 ★

Read Reviews (67)
CAPABILITIES RATINGS AND REVIEWS
AI Powered

4.71/5 ★

Read Reviews (85)
Analytics

4.86/5 ★

Read Reviews (63)
Custom Reports

4.62/5 ★

Read Reviews (67)

Software Failure Risk Guidance

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for Genesys Cloud EX

Overall Risk Meter

Low Medium High

Top Failure Risks for Genesys Cloud EX

Genesys Cloud Services, Inc News

Executive

Genesys Chief Product Officer Olivier Jouve to Retire and Join Board of ...

Genesys announced the retirement of Chief Product Officer Olivier Jouve, who will join the Board of Managers. Glenn Nethercutt is promoted to Executive Vice President and CTO, while Mike Szilagyi becomes General Manager, SVP, Head of Product. These changes are part of a planned leadership transition to advance Genesys' AI strategy.

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Partnership

Genesys & Meta Expand AI Customer Engagement on WhatsApp

Genesys and Meta have expanded their partnership to enhance AI-powered customer engagement on WhatsApp. This collaboration allows organizations using Genesys Cloud to integrate voice, messaging, and AI services within WhatsApp, enabling seamless transitions between messaging and voice interactions. The integration aims to improve customer experiences by providing personalized and efficient communication solutions. Over 1,000 organizations are already leveraging this combined capability, supporting 420 million messages monthly.

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Partnership

Genesys Partners With Meta To Bring AI-Powered Customer Engagement To ...

Genesys and Meta have formed a partnership to enhance customer engagement through AI-powered solutions. This collaboration aims to integrate advanced AI capabilities into customer service platforms, leveraging Meta's technology to improve user interactions and experiences.

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Partnership

GenesysMeta Tie-Up Powers Seamless, AI-Driven Customer Engagement on WhatsApp

Genesys has expanded its partnership with Meta to enhance customer engagement on WhatsApp through its Genesys Cloud platform. This collaboration integrates messaging, voice, and AI, allowing seamless transitions between communication modes without leaving WhatsApp. The unified platform aims to improve customer experience, operational efficiency, and engagement for over 1,000 organizations globally, supporting 420 million messages monthly.

Read more →

Genesys Cloud Services, Inc Profile

Company Name

Genesys Cloud Services, Inc

Company Website

https://www.genesys.com/

Year Founded

1990

HQ Location

2001 Junipero Serra BlvdDaly City, CA 94014, USA

Employees

5001-10000

Social

Facebook Linkedin Twitter

Financials

PRIVATE