An AI-Supported Bid to Look After the Talent at Your Disposal


The human arsenal is made from an awful amount of valuable elements, but at the same time, it hasn’t seen anything more valuable than that desire to grow at a continuous clip. We say this because the stated desire has already fetched the world some huge milestones, with technology emerging as a rather unique member of the group. The reason why technology’s credentials are so anomalous is centered on its skill-set, which was unprecedented enough to realize all the possibilities for us that we couldn’t have imagined otherwise. Nevertheless, a closer look should be able to reveal how the whole runner was also very much inspired from the way we applied those skills across a real world environment. The latter component was, in fact, what gave the creation a spectrum-wide presence and made it the ultimate centerpiece of every horizon. Now, having such a tool run the show did expand our experience in many different directions, but even after reaching so far ahead, this prodigious concept will somehow keep on delivering the right goods. The same has grown to become a lot more evident in recent times, and assuming one HRM-themed development ends up with the desired impact, it will only propel that trend towards grander heights over the near future and beyond.

Genesys, a global cloud leader in experience orchestration, has officially launched a new solution named Genesys Cloud EX, which is designed to engage, motivate, and empower employees within the contact center and beyond. According to certain reports, Genesys Cloud EX will leverage artificial intelligence (AI)-powered workforce forecasting and scheduling, gamification, coaching, and employee development capabilities, to help businesses with their pursuit of enhancing their workforce’s level. But how the solution’s value proposition is going to look on a more granular level? Well, for starters, it will include comprehensive quality management tools to facilitate quick identification of clear CX improvement goals, and guess what, this information will be available to employees in real-time. Next up, the solution’s speech and text analytics should be useful when trying to make accurate predictions about customer’s responses, thus allowing a more effective redressal of any inquiries or complaints.

“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 of 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.”

Hold on, we are far from done here. We referred to its AI-powered forecasting and scheduling features, Genesys Cloud EX uses them to better manage all resources. This covers optimal rotation of employees so that the right worker is there to guide the customer at the right time. It also lets you avoid the prospect of being overstaffed or understaffed. Moving on, the solution’s performance management and gamification abilities can be expected to make work more fun and engaging. The stated functionality comes decked up with transparent and intuitive dashboards so to enable the employee to track their progress, and in case that somehow isn’t enough, then there will also be various extensively drawn-out leaderboards and competitions to incentivize the worker for their effort.

The launch in question provides an interesting follow to Genesys’ “The State of Customer Experience” report, which revealed, while a competitive commercial space has made employee experience every company’s top priority, only 52% of them are actually using a modern cloud-based workforce engagement management system. To close this very gap, Genesys Cloud EX offers a solution that can be seamlessly integrated with your existing contact center infrastructure. Furthermore, as a way of making the process even simpler, Genesys is offering you pre-built connectors like Amazon Connect and Avaya from the Genesys Engage™ solution, and more are still expected to join the pack soon.

“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 center. Genesys Cloud EX has provided a solution focused on employee experience to help us accomplish our objectives,” said Gurpreet Sawhney of Etraveli Group.

Founded back in 1990, Genesys is today responsible for conceiving billions of top-notch customer experiences, and an equally impressive feat is how it does so in 100 different countries. The company is also a proud holder of 22 patents in areas like forecasting, model training, and contact center staffing. Beyond that, it has more than 100 pending patents in AI.


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