Workforce engagement management

Elevate your employee experience

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Build a company culture employees love

Delivering exceptional experiences doesn’t stop with the customer — today’s employees expect them, too. Workforce engagement management (WEM) makes it easy to create great employee experiences. WEM focuses on the human side of your contact center to improve employee engagement. And it simplifies operations while increasing efficiency.

80%

identify improving worker well-being as important or very important to their organization’s success

Deloitte Global Human Capital Trends, 2021

89%

believe improving contact center workforce engagement significantly enhances the quality of customer experience

Frost & Sullivan, 2019

45%

of executives say building an organizational culture that celebrates growth is their most important action for transforming work

Deloitte Global Human Capital Trends, 2021

Earn brand loyalty with better employee experiences

When employees feel valued, supported and engaged, customer satisfaction rises. Your work environment and bottom line improve, too.

Employee performance management

Simplify and personalize employee experiences. Give them one platform for customer experience (CX), training, recognition and more. Enhance engagement across their entire development journey.

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Workforce forecasting and scheduling

Ensure you have the right support in place when demand spikes. Use artificial intelligence (AI) to create accurate, flexible schedules in minutes. Let your business leaders focus on what matters.

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Quality assurance and monitoring

Record every interaction across channels without losing data — ever. Access valuable Voice of the Customer (VOC) insights, including trends, training opportunities and global compliance.

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Gamification

Help employees meet performance objectives with accessible scorecards and leaderboards. Provide accessible, real-time insights and actionable recommendations that drive results.

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Long-term workforce planning

Optimize contact center schedules to make the most of your budget and resources. Easily determine how many agents you’ll need in advance — and always have the proper support in place.

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Speech and text analytics

Gain valuable insights with native speech and text analytics. Use transcription, sentiment analysis and topic spotting to identify key events. Use these insights to improve interactions in real time.

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Harness the power of your people

Genesys Cloud CX

Get cloud-native WEM built on the leading Contact Center as a Service (CCaaS) platform. With the Genesys Cloud CX™ platform, you can bring out the best in your employees — with the same solution they already know and love.

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Genesys Multicloud CX

With the Genesys Multicloud CX™ solution, you can leverage our native WFO suite or bring your own. Create custom employee workflows to manage multiple skills, numerous locations and stringent labor rules.

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Genesys DX

Bring human intuition to every digital interaction with Genesys DX™️, the future of always-on digital customer engagement. This AI-powered platform makes it quick and easy to design and deliver self-service experiences that wow your customers.

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Genesys named Top Rated for Call Center Workforce Optimization by TrustRadius

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All-in-one, easy to use and powered by AI

Explore the interactive graphic below to learn how three key areas of workforce engagement provide the tools you need. Deliver personalized employee experiences — all within a single contact center solution.

Put your employee experience first

Built-in workforce and quality management set Genesys apart from competitors, which required the use of third-party solutions to deliver this functionality.

- Henry Svendblad, CTO, Company Nurse

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Genesys Workload Management reduced the time spent processing requests by 70%. The work variation was welcomed by agents, who previously only dealt with incoming calls.

- Michael Marek, Head of Operations, Swisscard

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Take your employee engagement to the next level

Happier employees create better customer experiences

WEM is about more than improving productivity. It’s about building a better business.

Base decisions on hard data and employee feedback. Create a company culture that attracts and retains the best agents. WEM proves that putting call center employees first improves business performance. Schedule a demo to see how Genesys can help your business.

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About Genesys

Every year, Genesys® orchestrates more than 70 billion remarkable customer experiences for organizations in more than 100 countries. Through the power of our cloud, digital and AI technologies, organizations can realize Experience as a Service℠, our vision for empathetic customer experiences at scale. With Genesys, organizations have the power to deliver proactive, predictive, and hyper personalized experiences to deepen their customer connection across every marketing, sales, and service moment on any channel, while also improving employee productivity and engagement. By transforming back-office technology to a modern revenue velocity engine Genesys enables true intimacy at scale to foster customer trust and loyalty.

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Workforce engagement management

Build a company culture employees love

80%

89%

45%