Never miss a moment with Work AutomationBETA

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Keep customers happy with timely, effective responses

Get a single source of truth for all back-office tasks

Make more informed decisions based on accurate and consistent data. The Genesys Work Automation solution allows you to integrate siloed applications from multiple back-office systems.

Reprioritize work to maintain due dates and SLAs

Empower your team in real time by defining tasks based on SLAs and reprioritizing work based on shifting business priorities. Guarantee that every customer request is handled on time and nothing is overlooked.

Gain visibility into every customer activity and work type

Stop guessing how long it will take to perform tasks. Instead, accurately measure task completion time, status and employee performance with real-time insights across all work items.

Consolidate and manage your operations with work automation

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Flexible task creation

Easily capture tasks from multiple sources and applications via API. Attach relevant attributes to gain smarter prioritization, distribution and context for employees.

Powerful workflow design

Administrators can create configurable task stages and transitions to address more complex workflows. Choose from agent-assisted or fully unattended actions.

Task performance analytics

Task analytics provides an overview of tasks broken down by type, process and location (queue vs. workbin), such as work-item life report and average age of work-item.

Custom workbins

Increase employee productivity with custom personal or group parking-lot queues (aka workbins). Your team leads will have complete visibility and control over task completion status and due dates, avoiding backlogs.

Single, centralized task view

Control all captured task statuses, processing and assignments in real time from a single overview. Search, filter and take action when needed within one simple-to-use administration interface.

Status transitions builder

Design custom task statuses with automated and agent-assisted actions to eliminate backlogs. Enhance journey orchestration using proactive notifications, backend integrations and contact center routing.

Mq ccaas 2023
Gartner logo

2023 Gartner® Magic Quadrant™ for Contact Center as a Service

Genesys named a Leader
– and positioned highest in execution



of respondents cited siloed departments with separate customer engagement solutions as an organizational barrier to improving CX

The State of Customer Experience, Third Edition, Genesys, 2023

Boost contact center productivity for any work type

Providing a great customer experience is essential to business success, as research consistently shows. And the billions of dollars invested in front-end technologies prove that companies take this seriously. But what about the back office? Being able to track and trace customer requests throughout their lifecycle within the back office plays a critical role in the overall customer experience.

See all tasks in one place at one time

Combine the power of workforce automation and agent-assisted actions to provide consistent end-to-end experiences. Make business decisions in real time with a single source of truth powered by consistent data. You will no longer have to rely on an admin manager’s “best guess” for prioritizing and assigning tasks.

Break down silos between the front and back office

Disparate systems, manual workarounds, and the inability to track or trace the status of tasks have created many headaches for organizations. This ranges from missed deadlines, human error and backlogs of work, which lead to frustrated and dissatisfied customers. And it only takes five bad experiences to lose a customer. Gaining transparent, reliable insights into your back-office tasks is paramount to the success of delivering on your customer promises.

A single source of truth for every customer request

Constantly pulling data from your CRM system, Excel databases and home-grown solutions is time-consuming and costly. It also requires you to make decisions based on inconsistent data entered in different ways, using different values. Genesys gives you APIs to integrate all your siloed systems — such as Salesforce or ServiceNow — into a single view, enabling you to make more informed decisions based on accurate and consistent data in real time.

Meet and exceed your SLAs

The Genesys Work Automation solution allows a supervisor to classify and prioritize job creation tasks based on SLAs, such as time to completion, and reprioritize tasks based on shifting business priorities in real time. You can also enable the agent to select tasks based on business goals and task importance.

Continuous task progression

Avoid backlogs by creating automated task prioritization and progression rules. Define baseline priorities easily, depending on task types and desired SLAs, as well as automatic actions to take once the status has changed. You’ll always meet due dates and you won’t have to worry about backlogs anymore.

Discover the benefits of Work Automation

Aspire to backlog-zero with work automation

Deliver on customer promises by obtaining complete visibility and accountability in the call center. Prioritize, distribute and automate tasks in a single place, consolidating and controlling all contact center tasks with ease. And analyze work to drive efficiency in real time. Boost productivity and deliver results through intelligent task routing and work automation, ensuring a seamless and effective customer experience.

Thank you for your interest.

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Frequently asked work automation questions

What is work automation?

Work automation in a contact center involves deploying technology to streamline and handle various tasks, such as call routing, data entry or even some customer interactions. It uses AI, chatbots or automated systems to manage repetitive inquiries. This frees up agents for more complex issues. This automation enhances efficiency, shortens wait times and improves the overall customer experience within the contact center.

What are the benefits of workplace automation?

Workplace automation in a call center offers several benefits. It optimizes efficiency by handling routine tasks like call routing or data entry, reducing agent workload, and minimizing errors. Automation enhances customer service by providing quicker responses and freeing up agents to focus on complex inquiries, improving overall service quality. It boosts employee satisfaction by allowing them to engage in more challenging and fulfilling tasks. Ultimately, automation in a call center streamlines operations, elevates service standards and contributes to a more effective and rewarding work environment.

What is an example of automation of work?

An example of work automation in a contact center is the implementation of AI-driven chatbots. These bots handle routine customer inquiries, offering immediate responses or directing customers to the right department based on their queries. They use Natural Language Processing to understand and respond to customer issues, reducing the need for human intervention in simple, repetitive tasks. Chatbots significantly cut down on wait times, enhance 24/7 customer service availability and allow human agents to focus on more complex and high-value interactions, improving overall efficiency and customer satisfaction within the contact center.