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
See all use cases See less use cases

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
See all business priorities See less business priorities

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 iWD makes sure we distribute tasks, reminders, and follow-ups at the right time to the appropriate agent...." Peer review by Michaela Prajslerova, Call Center Manager, Slovak Telekom, Slovak Telekom

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

"...Strive to create a community where people can be themselves, have a good time, bring their A-game, and employee engagement will follow. ..." This is how you keep your most ambitious employees from leaving
"...Increased net promoter score (NPS) by 15% Marketing Technology News:..." Genesys to Showcase Customer Success Using Cloud, AI and Digital Channels at Enterprise Connect 2019
"...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

How does Genesys Cloud EX address your Engagement Management Challenges?

What solutions does Genesys Cloud EX provide for Customer Feedback Management?

What benefits does Genesys Cloud EX offer for Contact List Management?

What makes Genesys Cloud EX ideal for 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.

 

MCN Build - Construction - Medium

MCN Build Deploys Veea's Crowdkeep™ Platform at Sidwell Friends School, Marking Tenth Deployment with Genesys Impact

Washington, D.C., USA

Genesys Impact, a technology integration company, has successfully implemented Veea's Crowdkeep platform for MCN Build at Sidwell Friends School. This marks the tenth deployment by Genesys Impact for... MCN Build, enhancing workforce management and jobsite visibility. The collaboration underscores the role of intelligent construction technology in improving operational efficiency and safety.

Read on →
 

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.

Read on →
 

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.

Read on →
 

Visa - Financial Services - Very Large

San Francisco, USA

Visa uses Unified Experience from Genesys and ServiceNow to improve customer experience. The solution helps Visa process 106 million disputes each year. It supports over 340 financial institutions. V...isa expects faster dispute resolution and better customer satisfaction. The platform also aims to lower operational costs and boost infrastructure efficiency. AI-driven tools enable seamless support for consumers worldwide.

Read more →
 

Astro Malaysia - Media Production - Large

Kuala Lumpur, Malaysia

Astro Malaysia used Genesys Cloud to improve customer and employee experiences. After switching, customer satisfaction scores rose by 27%. Digital self-service adoption increased by 20%. IT maintenan...ce costs dropped by 30%. Agents now handle calls faster and track their own KPIs. The company can innovate more quickly and is moving toward sustainability goals.

Read more →
 

Uber - Transportation/Trucking/Railroad - Very Large

San Francisco, USA

Uber uses Genesys Cloud to support 20,000 agents in over 60 countries. The company integrated its own customer care platform with Genesys Cloud. APIs, Google DialogFlow, and bots helped make the inte...gration seamless. Genesys Cloud's scale and API support let Uber create unique experiences for agents, drivers, and customers. The platform also supports VoIP-restricted countries and allows Uber to use its own carrier.

Read more →

Genesys Cloud Contact Center Overview

Video Thumbnail

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

?

for Genesys Cloud EX

Overall Risk Meter

Low Medium High

Top Failure Risks for Genesys Cloud EX

Genesys Cloud Services, Inc News

Product

OutboundIQ's Ryan Shatzkamer Releases Open-Source Tool That Builds Genesys Cloud Call Flows From Plain English

OutboundIQ's Ryan Shatzkamer released genesys-mcp, an open-source tool enabling Genesys Cloud administrators to create call flows using plain English. The tool integrates with AI assistants like Claude and ChatGPT, ensuring human approval before publishing. It supports OAuth 2.1 and deploys via a browser setup wizard, enhancing Genesys Cloud's call flow automation capabilities.

Read more →
Product

Genesys Cloud AI: Enterprise Customer Engagement

Genesys has expanded its strategic collaboration with AWS to enhance agentic AI capabilities in its Genesys Cloud platform. This integration includes Amazon Bedrock for advanced AI services and spans 22 AWS regions, supporting over 7,000 organizations. The partnership aims to simplify procurement and accelerate the transition to autonomous customer engagement using AWS's infrastructure.

Read more →
Partnership

Genesys Deepens AWS Collaboration to Accelerate Agentic AI and Global ...

Genesys and AWS have expanded their strategic collaboration to enhance AI-driven orchestration and automation. The partnership aims to accelerate innovation in agentic AI, expand the global reach of Genesys Cloud, and streamline procurement through AWS Marketplace. This collaboration supports over 7,000 organizations, enhancing AI-powered customer engagement and compliance readiness, especially in regulated European markets.

Read more →
M&A

Genesys Acquires Pinkfish to Accelerate the Future of Autonomous ...

Genesys has acquired Pinkfish to enhance its AI-powered customer experience platform, Genesys Cloud. The acquisition aims to integrate Pinkfish's advanced workflow automation and agentic orchestration capabilities, enabling organizations to bridge customer engagement with enterprise execution. This move will help Genesys customers achieve more autonomous and outcome-driven customer experiences by connecting customer intent to business actions across various enterprise systems.

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