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
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

"...Our collaboration with Genesys Cloud Communications provides us with the technology and mobile marketing expertise required for more efficient, measurable contact with customers...." Peer review by Tom Kail, Vice President Marketing, Stage Stores, Stage Stores

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

"...Their suite of digital engagement services comes at a reasonable, fixed cost and they offer deep customer journey analytics that let us see, understand and engage digital users in real time...." Peer review by Niki Hall, Vice President of Corporate Marketing,, Polycom
"...The faster our communication with customers, the more our overall customer satisfaction improves...." Peer review by Philippe Neyt, Commercial Director, Corona Direct
"...Genesys is the global leader in omnichannel customer experience and contact center solutions...." United Arab Bank Named CX Innovator At Genesys G-Summit Middle East 2019

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?

How does Genesys Cloud EX facilitate Customer Feedback Management?

Why is Genesys Cloud EX the best choice for Contact List Management?

How efficiently Does Genesys Cloud EX manage your 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 →

ERGO in the Baltics - Insurance - Large

Tallinn, Estonia

Genesys Cloud helped ERGO in the Baltics unify customer and employee experience across Estonia, Latvia, and Lithuania. The company consolidated multiple service tools into one platform, improving omn...ichannel engagement and visibility into customer journeys. Employees now manage all customer interactions through a single interface, leading to faster, more personalized service. ERGO earned top customer service awards in Estonia and Latvia, and improved sales and operational performance. The platform also simplified IT management and enabled ongoing innovation.

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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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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

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.

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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 autonomous customer engagement. This partnership aims to broaden the global availability of the Genesys Cloud platform, integrate advanced AI services like Amazon Bedrock, and simplify global procurement through AWS Marketplace. The collaboration supports over 7,000 organizations and 2 million users, emphasizing innovation and compliance in regulated industries.

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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.

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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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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

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Financials

PRIVATE