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What is Contact Center Workforce Optimization?

Improve Your Customer Service Quality with Contact Center Workforce Optimization Solutions from Genesys

Contact Center Workforce Optimization is a customer experience (CX) strategy that integrates contact center technologies and processes to support seamless omnichannel customer journeys with an efficient multi-channel workforce.

Due to the growing variety of channels utilized by a contact center, the customer journey is now more than just a phone call and encompasses multiple digital channels—including web, chat, email and SMS. However, most workforce optimization solutions cannot accommodate various touchpoints and channels, making it difficult for contact center agents to help customers and leading to decreased customer service quality and a disconnect customer experience.

Today’s customer service leaders use Continuous Workforce Optimization (WFO), built on the Genesys Customer Experience Platform, to integrate the contact center infrastructure for an improved workforce performance. Genesys Continuous Workforce Optimization offers capabilities that let a varied and distributed workforce deliver omnichannel customer journeys.

Genesys solutions for contact center workforce optimization offer:

  • Omnichannel customer journey management
  • Single user and skills database
  • Interaction statistics and metadata for quality assurance
  • Schedule-based routing for front and back office tasks