Empower Your Workforce with Genesys Cloud CX Workforce Engagement Management

Genesys Cloud CX

Empower Your Workforce with Genesys Cloud CX Workforce Engagement Management

Enhance Employee Experience

Genesys Cloud CX Workforce Engagement Management (WEM) solution aligns personal and business goals, keeping teams engaged and managers equipped with data-driven insights. By integrating with Contact Center as a Service (CCaaS) solutions, it simplifies operations and boosts performance, leading to exceptional customer experiences.

Improve Employee Retention

With personalized skill development and real-time support, WEM tools empower teams, leading to increased engagement, growth, and commitment to the brand. This approach helps in reducing turnover costs and ensuring a loyal workforce.

Drive Performance with AI

Genesys Cloud CX WEM ensures efficiency and performance gains without overburdening employees. AI accelerators help in meeting KPIs, optimizing business results, and maintaining a balance between service level requirements and cost considerations.

Optimize Workforce Planning

AI-powered planning in WEM assists in accurate staffing decisions, balancing staff demands, capacity, and service level requirements effectively. This flexibility allows scaling to meet changing demands while keeping costs in check.

Enhance CX Talent Potential

Genesys WEM supports the entire contact center team with AI-powered capabilities, aiming to increase engagement, boost productivity, enhance operational efficiency, and improve business outcomes through superior customer experiences.

Diverse Capabilities for Success

From employee performance improvement to quality assurance, resource management, speech and text analytics, and advanced reporting, Genesys Cloud CX WEM offers a comprehensive suite of tools to drive performance excellence and maximize customer satisfaction.

Agent Empowerment with AI

The Agent Copilot feature provides real-time AI assistance to customer service agents, enhancing efficiency and interaction quality. By automating tasks, offering context and intent suggestions, agents can focus on meaningful customer interactions.

Focus on Customer-Centric AI

The AI-driven solutions in Genesys Cloud CX help CX talent concentrate on customer needs. Through unified workspaces, AI accelerators, automated processes, and smart forecasting, the focus shifts to creating value for customers by reducing manual tasks and streamlining processes.

Enable High-Performance Culture

By leveraging AI analytics for performance patterns, targeted coaching, gamification tools, and personalized dashboards, organizations can foster a high-performance culture. This approach aligns personal goals with business objectives and enhances workforce engagement.

Simplified Management and Compliance

With a unified platform for customer engagement and workforce management, Genesys Cloud CX streamlines deployment, administration, and management. It offers a centralized hub for monitoring key metrics, agent performance, and customer experiences globally, ensuring compliance and risk mitigation.

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Genesys Cloud CX Global Offices: Find Genesys near you

North America Offices

In North America, Genesys has multiple offices to cater to its customers. Whether you're in California, Indiana, Massachusetts, North Carolina, or Utah, Genesys has a presence near you to provide sales and training support. From Menlo Park to Boston, these offices ensure that customers in North America have easy access to Genesys solutions and services.

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Revolutionizing Customer Experience: Genesys Cloud CX Case Study with Coca-Cola Bottlers’ Sales and Services

Enhanced Customer Experience with Advanced AI Technology

Coca-Cola Bottlers’ Sales and Services has transformed customer interactions by leveraging Genesys Cloud CX to correctly identify and route over 80% of calls using AI-powered voicebots. This not only ensures efficient handling of customer queries but also leads to a staggering 50% savings in total cost of ownership (TCO). The advanced integration possibilities offered by Genesys Cloud CX enable seamless communication channels, enhancing overall customer experience.

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Empowering Customer Experience with Genesys Cloud CX Resources

Contact Center Buyer’s Guide

Explore the latest contact center innovations and essential questions for assessing CX solutions with Genesys Cloud CX's 2025 buyer's guide. Gain valuable insights to elevate your customer experience strategy.

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Enhancing Customer Experience with Genesys Cloud CX

Self-Guided Product Tour

Explore the intuitive interface and functionality of Genesys Cloud CX designed to enhance user experience and streamline customer service. This self-guided tour allows users to witness first-hand how easy it is to service customers, make contact center adjustments, and monitor performance from a single, user-centric platform.

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