What Is Back Office Optimization?

Back-office optimization is the process of streamlining and automating workforce tasks that occur in a contact center. It also aligns back-office functions with front-office workflows to improve customer experience across the customer lifecycle.

Back office optimization

Back-office optimization is the process of streamlining and automating workforce tasks that occur in a contact center, and aligning back office functions with front office workflows in order to improve customer experience (CX) across the customer lifecycle.

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Genesys Cloud CX

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.

Back office optimization

Related capabilities

Contact center software

Workforce engagement management

Workforce forecasting and scheduling