Empowering Agents with Workload Management (iWD)

With Genesys, you can better handle the offline tasks and back-office processes to complete customer journeys, and gain the visibility you need into how efficiently and effectively this work is done.

Prioritize and act on the work that matters most. Workload management that gathers all tasks and interactions into a single queue, continually reprioritizes them, automatically pushes the most important work to the right team member and provides real-time monitoring.

Learn how Genesys customers iiNet and TELUS empowered their agents by increasing workforce efficiency across back-office processes.