Mobile agent app for Genesys Cloud
Your contact center, in every agent's pocket.
EaseCX Agent puts calls, callbacks, WhatsApp, Instagram, Messenger, X, web chat, SMS and email from Genesys Cloud into one Android app. Agents answer, chat, wrap up and change status from their phone, with the same queues, scripts and wrap-up codes they use at their desk.
Know the customer before you say hello
History, context and the right words, on every conversation
When a call or chat rings, EaseCX shows if the customer contacted you before, when, and how it was wrapped up. Templates and canned responses fill in the customer's and agent's names for you.
- Returning customer flag on the alert, the list and the conversation, with the last contact and its wrap-up code.
- Customer details: contact card, 31-day history, flow data, notes, and Agent Copilot summaries and suggestions.
- WhatsApp templates and canned responses from Genesys, with variables filled in automatically.
- Photos and files in chats and email, with delivery and read status.
Voice
A full softphone, without a desk phone
Calls run inside the app over Wi-Fi or mobile data. The queue's or campaign's script opens on the call, and the agent has every control they have in Genesys Cloud.
- Mute, hold, keypad, transfer, consult and conference.
- Bluetooth headsets and earbuds, wired headsets, speaker or earpiece.
- Outbound calls on behalf of a queue, with a default queue so the customer sees the right number.
- PSTN option: ring the agent's own phone number through Genesys when data is weak.
Alerts
An alert for everything, and each one sounds different
Agents know what is arriving without looking at the screen. Every channel has its own tone, new interactions ring full screen, and the schedule reminds them before each break.
- A tone per channel: calls, callbacks, WhatsApp, web chat, social, SMS, email, internal chat and voicemail. Agents can add their own sounds.
- Full-screen ringing with Answer and Decline, like a phone call, also over the lock screen.
- In-chat alert: a banner inside the open conversation when another customer writes.
- Quiet during calls: new chat messages only vibrate while the agent is talking.
- Schedule reminders before each break, meal or return to queue, even when the app is closed.
- Out-of-schedule alert when the agent's status differs from their schedule for 3 minutes, with one tap to fix it.
Promise a time, keep it
Callbacks and wrap-up, done before the next call
“I'll call you back at 4:30” becomes a real Genesys callback in the same queue, offered to the same agent first. Wrap-up shows only that queue's codes, with a countdown when the queue closes it automatically.
- Schedule a callback with a calendar and time picker, and a note for whoever takes it.
- Wrap-up codes from the queue, searchable, with Copilot's suggested code.
- Wrap-up countdown on the conversation and on the list.
Adherence without arguments
Status like Genesys, and a log of who changed it
Agents pick main and secondary statuses exactly as configured in Genesys, from a button on every screen. Every change is logged with its cause: the agent, the app, a lost connection, or a supervisor.
- My Day: handled interactions, handle time, breaks and service level against targets.
- Status log for the last 14 days, shareable with a supervisor.
- Live queue strip: what is waiting in the agent's queues, by channel.
- Not Responding warning with one tap to go back On Queue.
Product video
EaseCX Agent in under a minute
Security
Built for regulated contact centers
Customer conversations stay between the phone and your Genesys Cloud organization. EaseCX does not run a server that stores them.
Genesys sign-in
Agents sign in on Genesys's own page with OAuth and PKCE. The app never sees passwords, and no secret key is built into it.
App lock
Fingerprint, face or phone PIN to open the app, and again after a set time in the background.
No screenshots
Block screenshots and screen recording, and hide conversations in the recent apps view.
Auto sign-out
Sign agents out after a shift length you choose, never in the middle of a live call or chat.
Company policies
Make app lock, screenshot blocking and sign-out time mandatory for every agent in your company.
Encrypted on the phone
The sign-in session is kept in Android's encrypted storage and ended in Genesys when the agent signs out.
Everything in the app
The complete feature list
Voice
- In-app WebRTC softphone, no desk phone
- Answer, decline, mute, hold, keypad, hang up
- Blind transfer to an agent, a queue or a number
- Consult transfer and conference
- Bluetooth, wired headset, speaker and earpiece
- Dialer with calls on behalf of a queue
- Default queue for outbound calls
- PSTN phone option for weak data connections
- Campaign calls and callbacks with their scripts
Messaging and social
- WhatsApp, Instagram, Messenger, X, web chat and SMS
- Photos and file attachments
- Canned responses with names filled in automatically
- WhatsApp message templates
- Start a new WhatsApp conversation from the dialer
- Delivery and read status, unread counters
- Full thread with inline images
- Reply from the queue's address
- Attachments in and out
Alerts
- A different tone for each channel
- Add your own alert sounds
- Full-screen ringing with Answer and Decline
- Rings over the lock screen
- In-chat alert when another customer writes
- Quiet during calls: vibrate only
- Alerts for voicemail and internal chat
- Stays online and alerts in the background
- Vibration and a silent option
Schedule and adherence
- Workforce Management schedule for today and the next 7 days
- Reminder before each activity: at start, 2 or 5 minutes before
- Reminders arrive even when the app is closed
- Out-of-schedule alert after 3 minutes, with one tap to switch
- A check before choosing a status that does not match the schedule
Customer context
- Returning customer flag
- History of the last 31 days with wrap-up codes and notes
- Contact card from Genesys External Contacts
- Data collected by the call flow
- Interaction notes and contact notes
- Queue and campaign scripts
- Agent Copilot summary and suggestions
Wrap-up and callbacks
- Wrap-up codes of the interaction's queue, with search
- Copilot's suggested wrap-up code
- Wrap-up notes
- Countdown for timed wrap-up
- Schedule a callback with date, time and a note
- Call a customer again from history
Status and My Day
- Main and secondary statuses from Genesys
- Status button on every screen
- Not Responding warning, one tap back On Queue
- Status log with the cause of every change
- Status put back after a dropped connection
- Today's statistics against targets
- Live queue strip and Waiting now list
- Turn each queue on or off
- History of the last 7 days
Contacts and inbox
- Colleagues with live status, and favorites
- Genesys external contacts
- Phone contacts (optional)
- Internal chat, 1-on-1 and group
- Voicemail: play, call back, mark read, delete
Security and admin
- Sign in with a company code
- Genesys sign-in with OAuth and PKCE
- App lock with fingerprint, face or PIN
- Screenshot blocking
- Auto sign-out
- Company policies that enforce all three
- No EaseCX server stores conversations
Personalization and support
- 25 languages, with right-to-left Arabic
- 12 themes, light and dark
- Updates arrive automatically
- Permissions checker with a tap to fix
- Connection diagnostics
- Built-in help, feedback and error reports
How it works
Live in a day
We set up your company
Tell us your Genesys Cloud region and number of agents. You get a company code, for example ACME.
Your admin adds one OAuth client
A Code Authorization (PKCE) client in Genesys Cloud, with the EaseCX redirect address. We send the exact steps.
Agents install and sign in
They enter the company code and sign in with their usual Genesys account. Queues, statuses, scripts and wrap-up codes come from Genesys.
Plans
Start free, then pay per agent
Trial
- Up to 10 agents
- Every channel and feature
- Setup help from our team
Subscription
- Any number of agents
- Company policies for security
- Email support
Demo
- A walk through the app on a real phone
- Answers about your Genesys setup
- No commitment
Get started
Request a trial or subscription
Fill in the form and we prepare your request. Send it to us by email and we reply within one working day with your company code and setup steps.
Questions
Do agents need a Genesys Cloud license?
Yes. EaseCX is an app for agents who already have Genesys Cloud. It uses their existing license, queues, statuses and permissions.
Which phones are supported?
Android phones today. An iPhone version is in progress.
Where is customer data stored?
In your Genesys Cloud organization. The app shows it on the phone and keeps only a status log and an error log locally. EaseCX has no server that receives conversations.
Does it work with our scripts, wrap-up codes and WhatsApp templates?
Yes. Scripts, wrap-up codes per queue, WhatsApp message templates and canned responses all come from your Genesys configuration, with variables like the agent and customer name filled in automatically.
Do schedule reminders need Genesys Workforce Management?
Yes. Reminders and the out-of-schedule alert read the agent's published schedule from Genesys Cloud Workforce Management.
Which languages does the app support?
25 languages, including English, Spanish, French, German, Portuguese, Japanese, Korean, Chinese, Hindi and Arabic with a right-to-left layout.