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Reverberations of the global pandemic continue to reshape the business landscape. Where and how employees work, the ways in which customers interact with those employees — and even what it takes to attract and retain them — are in flux. Around the world, companies across industries are struggling to fill open roles, while the “Great Resignation” means others are grappling with retention. With supply chain shortages and record customer demand magnifying these challenges, employees are balancing more than ever before. So, it’s no surprise that people-related challenges are a top concern for customer experience (CX) leaders, with businesses concerned about maintaining engagement and service quality, while keeping agents trained on new tools and procedures.
At Genesys, our mission is to deliver Experience as a ServiceSM, helping companies shift from business- to people-centricity, while building the most powerful experience orchestration solutions in the industry. While deeply understanding customer needs is key to this shift, the same is also true of employees.
Employees are differentiators, value creators critical to delivering empathetic experiences that leave customers feeling listened to and understood. Without engaged and empowered employees, companies can’t deliver these empathetic experiences. To delight customers, businesses must first delight employees with smooth, effortless, personalized experiences.
Smart companies know this. They’re shifting their perspectives and creating a competitive advantage through innovative workforce engagement management (WEM) and workforce optimization (WFO) solutions that can increase employee satisfaction and decrease turnover. They’re aware that engaged employees with access to the best tools provide customer experiences that engender brand loyalty and increased revenues. Genesys has been at the forefront of this shifting perspective, focused on delivering WEM/WFO solutions that engage and empower employees to, ultimately, improve agent impact, performance and development.
We believe this focus is why Forrester recognized Genesys as a leader in the December 2021 “The Forrester Wave™: Workforce Optimization Platforms, Q4 2021” report. In the report, Genesys received the highest score possible in 12 criteria, including Integrations, Employee Engagement, Performance Management, Interaction Intelligence and Product Vision. Forrester states in the report “Genesys’ suite includes all key WFO elements, but its employee engagement focus is evident in the superlative features and deep functionality for quality and performance management.” They further note that “Genesys is a great fit for enterprises seeking a feature-laden WFO platform, exhaustive integration options, and an extensive partner and developer network.” With this designation, Forrester now recognizes Genesys as a leader in both Contact Center as a Service (CCaaS) and WFO.
In recent years, we’ve made strategic investments to rapidly enhance our WFO/WEM offering. The resulting suite of purpose-built capabilities is helping companies of all sizes reimagine employee experience. Our extensive functionality highlights our people-centric approach to tackling a broad set of workforce challenges — bringing together the best skills at the right place and right time — while keeping employees engaged and motivated.
Customers benefit from our robust innovation pipeline and the ability to effortlessly deliver leading-edge features that reduce agent stress and let them focus on higher-value tasks. In the past year, we’ve delivered nearly 100 new employee experience capabilities. With features like Genesys Cloud CX™ Agent Assist, companies can provide relevant, real-time knowledge suggestions to better assist agents at moment of impact. Next-generation performance management capabilities like gamification give employees a single, real-time view of all information and tools they need to make work more fun and focused, while better managing their off-queue lives. Real-time scorecards, personal bests and leaderboards help employees meet performance goals. And with fully integrated learning and coaching functions, employees are motivated to improve with personalized learning and development paths based on their unique knowledge and capabilities.
Combined, Genesys leading-edge digital and artificial intelligence (AI) capabilities and employee engagement solutions reduce friction and common pain points for contact center staff. They provide agents with greater flexibility and empowerment, dramatically reducing turnover. Genesys Cloud CX with WEM lets employees manage their time, express schedule preferences and help achieve work-life balance. This, along with the flexibility to allow employees to work from anywhere, is critical in supporting distributed global workforces balancing greater demands — our new normal.
The Forrester designation is an important milestone for us, and the latest in a “wave” of industry analyst recognition across our platforms and solutions. While we’re proud to be acknowledged in this space, this is just the beginning of our efforts to redefine employee experience.
Genesys Cloud CX with WEM is a powerful experience orchestration solution that will continue to evolve and transform as the workplace does. Customers, employees and Genesys: Experiencing success, together.
Download a complimentary copy of the December 2021 “The Forrester Wave: Workforce Optimization Platforms, Q4 2021” report.
The Forrester Wave™: Workforce Optimization Platforms, Q4 2021, Forrester Research, Inc., December 2, 2021.
The Forrester Wave™: Contact-Center-As-A-Service (CCaaS) Providers, Q3 2020, Forrester Research, Inc, August 26, 2020.
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