Genesys Cloud EX is a standalone employee experience solution designed to help businesses increase engagement, performance and trust with digital workforces through capabilities such as AI-powered workforce forecasting and scheduling, gamification and performance management, coaching, and employee development.

The new AI-powered Genesys employee solution aims to enable businesses create happier, more engaged employees through:

Comprehensive quality management tools with personalised, performance-driven learning

AI-powered continuous forecasting and scheduling

Performance management and gamification

According to Genesys, only just over half (52%) of respondents to a company survey reported that they use modern cloud-based workforce engagement management (WEM) solutions today.

The Genesys Cloud EX solution is built from an AI foundation of workforce engagement management from Genesys, which currently holds 22 patents in areas like forecasting, model training, and contact centre staffing, as well as over 100 pending patents in AI.

Genesys believes its new Genesys Cloud EX solution offers organisations added flexibility to modernise their employee experience with capabilities that they can use as a standalone solution, a first step to adopting the full Genesys Cloud CX suite or alongside their existing contact centre infrastructure.

To simplify the integration process between systems, Genesys and partners are offering pre-built connectors from the Genesys Engage solution, Avaya and Amazon Connect initially, with more to come.

Organisations can also use Genesys Cloud EX to support employees in the back office.

"Employee experience is a business imperative because it often dictates customer experience. Many organizations are hamstrung by legacy investments that limit their ability to support the needs of today's digital workforce," said Olivier Jouve, chief product officer, Genesys.

"Genesys Cloud EX offers companies a simplified path to the cloud and tools that help them manage and empower their employees wherever they are."

Etraveli Group, a worldwide online travel agency and leading global provider of flight technology, recently selected Genesys Cloud EX to manage and engage 300 employees in the back office in its claims, payouts and ticketing departments.

The company previously consolidated its customer service agents on the Genesys Workforce Engagement Management solution, enabling it to identify issues and manage its teams more effectively.

"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 centre," said Gurpreet Sawhney director workforce management at Etraveli Group.

"Genesys Cloud EX has provided a solution focused on employee experience to help us accomplish our objectives."

Improving the employee experience has become a business priority that spans people, process, technology and physical workplace considerations, according to Adam Holtby, principal analyst at UK-based technology research group Omdia.

"Different business functions must work together to develop a unified strategy that transforms them into a more employee-centric and experience-focused organisation," Holtby said.

"Solutions such as Genesys Cloud EX that help better integrate organisations at the people and workflow level will be a vital support for businesses looking to improve employee experience."