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Spend less time scheduling and more time boosting performance

Forecast smarter and schedule faster

Generate, adjust and publish schedules instantly. Create accurate forecasts in minutes, leaving more time to focus on agent performance, skill development and coaching.

Handle schedule exceptions with ease

Easily adjust to unexpected deviations in employee schedules. Meet your adherence goals with the flexibility to fine-tune your plans quickly.

Gain performance insights in real time

Monitor service levels, occupancy, adherence and more in real time. Identify trends and enable managers to keep service levels and ensure proper staff coverage.

Get everything you need in a fully integrated solution

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Forecasting

Forecast up to two years ahead. Determine staffing needs and optimize schedules to boost efficiency, lower overtime and reduce turnover. Control your budget and manage shrinkage.

Scheduling

Take the headache out of creating and managing schedules. Streamline the scheduling process with automated shift allocation, flexible work rules and more.

Automated workflows

Set rules and automate processes to manage overtime, time-off approvals and trades so schedule updates run smoothly and don’t affect budgets or productivity.

Employee mobility tools

Let your customer service team take ownership of their work-life balance. Allow employees to view schedules, submit time-off requests and manage their own time from their smartphones through Genesys Tempoâ„¢.

Recruitment and staffing

Help your human resources team improve the hiring process with tools from AppFoundry® Marketplace partners to assess and confirm candidates’ skills and ensure they’ll succeed in your contact center.

Complex business hierarchies

Navigate rich hierarchies and complex business needs with valuable insights that improve efficiency. Map management units with labor, contract and service rules for regulatory or organizational compliance.

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Genesys named Top Rated for Call Center Workforce Optimization by TrustRadius

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3-6%

Labor cost saved with automated data-driven planning

Nucleus Research, 2021

Increase customer satisfaction — and minimize costs

Customers get better service when your employees are engaged and equipped to handle each interaction. Having enough agents with the right skills working at the right time keeps processes running smoothly and prevents agent burnout. And avoiding overstaffing keeps your operations under budget and working at maximum efficiency.

Gain greater insight into your staffing needs and stay updated on your day-to-day operations. With easy-to-use natively integrated, artificial intelligence (AI)-powered tools, you’ll achieve higher levels of accuracy, flexibility and speed. Identify, test, and refine work plans and rules to craft your perfect workforce management method.

Empower teams with exceptional resource management solutions

Streamline resource management with a single comprehensive tool for the best in workforce scheduling and forecasting. Create strategic data-driven plans and implement them with AI-powered automation to empower your agents and managers to achieve outstanding results.

Fast, accurate forecasts and schedule flexibility

Take forecasting accuracy to the next level with over 25 machine learning-trained models in Genesys automated workflows. You get data clean-up; pattern and outlier identification; algorithm selection; and forecasts with a single click, making scheduling flexible and fast. Access real-time, data-driven insights to optimize schedules and guide your planning decisions. Generate load-based schedules, adjust and publish instantly — and notify agents automatically through desktop or mobile interfaces.

Integrated multichannel workforce planning

Combined skills- and schedule-based routing improve efficiencies and service levels, reducing the costs of undesired overtime and agent turnover. With performance views, you can compare the forecast and schedule to what’s actually happening in the contact center. Plus, you can compare actual intraday statistics to your planned values for interaction volume, average handle time, service levels, average speed of answer, abandons and more.

AI-powered operational process automation

Automate routine forecasting and scheduling tasks, glean more accurate and effective insights, and deliver better outcomes. AI-powered forecasting generates actionable insights from current and historical data with superior accuracy. With automated processes; auto-approval; and rules, constraints, and flows you can personalize; managers spend less time on tedious tasks and more on strategic planning to maximize productivity and employee engagement. Empower employees to self-serve, manage their own time and work from anywhere, anytime — without the extra burden of manually reworking the schedule.

Comprehensive all-in-one employee experience

Your customer service agents are the face of your business. Give them the tools and support they need to stay engaged and deliver outstanding, empathetic customer experiences. Workforce engagement management gives agents access to schedules, time-off requests and more in an integrated solution. Agents and managers have instant access to information to perform their jobs. Gain timely performance insights, so you can act quickly and discover new ways to achieve better results. Your agents can drive their own performances and your leaders can manage people, not numbers, with efficiency and empathy.

See what our customers have to say

Resource planning is automated through Genesys Workforce Engagement Management, releasing supervisors from manually gathering data and maintaining spreadsheets. Previously, it took three days to schedule and forecast — now it takes only a few minutes.

— Blake Stockslager, CIO, Twiddy & Company

Read the story

The highest cost is your workforce, so you want to make them as productive and efficient as possible. [With Genesys Cloud CX], we have a powerful tool that does this dynamically.

— Naresh Shanker, CTO, Xerox

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Get a powerful forecasting and scheduling solution

Genesys Cloud CX

Industry-best forecasting and lightning-fast scheduling

The Genesys Cloud CXâ„¢ platform helps companies staff, plan and schedule faster and smarter. With multichannel AI-powered forecasting and scheduling, organizations can achieve greater accuracy and flexibility so managers can plan farther out, respond efficiently to unexpected changes and handle everyday variability with ease from their desktop or mobile application.

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Genesys Cloud EX

Reap the benefits of the cloud with your existing solution

Increase scheduling and forecasting accuracy and efficiency without replacing your tech stack. With the Genesys Cloud EX™ solution, you can automate forecasting and scheduling processes — and use AI and machine learning across voice channels while leveraging your existing Contact Center as a Service solution.

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See what else you can do with Genesys

Employee performance management

Quality assurance and monitoring

Speech and text analytics

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Optimize your team’s performance with comprehensive workforce engagement tools

Practical guide to modern workforce planning

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WEM Checklist: Get the most out of your workforce

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Practical guide to modern workforce engagement

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Manage more effectively with accurate forecasting and flexible scheduling

Discover how to boost contact center performance while reducing costs with real-time data. And long-term scheduling and accurate long-term forecasting capabilities can reduce unwanted overtime and employee turnover. Request a demo to learn how Genesys Workforce Engagement Management improves contact center operations. See how you can plan for the future and face day-to-day challenges head on.

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About Genesys

Every year, Genesys® orchestrates billions of 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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