Get accurate workforce forecasting and flexible scheduling

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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

Adjust easily 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 act quickly to keep quality levels high.

Get everything you need in a fully integrated solution

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, shift bidding and trades so schedule updates go through smoothly without affecting budget 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.

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.

Increase customer satisfaction — and keep costs low

Customers get better service when your employees are engaged and equipped to handle each interaction. Having enough agents with the right skills 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 on top of 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.

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Genesys named Top Rated for Call Center Workforce Optimization by TrustRadius

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 scheduling and forecasting with 97% accuracy

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. Get 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. Gain foresight with “what-if” calculators that turn your input values for staffing, interaction volume and other statistics into expected results based on your projections. 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.

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, evaluations and more in an integrated solution. Agents and managers have instant access to data with no loss. Gain timely performance insights, so you can act quickly and discover new ways to achieve better results. Your agents can drive their own performance and your leaders can manage people, not numbers, with efficiency and empathy.

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.

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Get powerful forecasting and scheduling in a solution that works for you

See what else you can do with Genesys

Optimize your team’s performance with comprehensive workforce engagement tools

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