Personalize the shopping experience with a connected journey.
Transform banking engagement with seamless experiences across channels.
Deliver on the promise of digital government.
Create secure, connected patient experiences at every touchpoint.
Workforce management (WFM) is the process of strategically optimizing the productivity of employees to ensure that all resources are in the right place at the right time. Typically, a workforce management strategy includes scheduling, forecasting, skills management, timekeeping and attendance, intraday management, and employee empowerment. Complexity increases with the need to ensure that customer service supports omnichannel customer engagement.
Workforce management makes certain that employees with the necessary skills are available to meet job requirements — whenever needed. The concept of workforce management is similar to workforce optimization and workforce planning.
Unlike most workforce management products, Genesys Workforce Management supports all communication channels and work items through integration with the Genesys Cloud CX™ platform, to offer a truly unique capability.
As interactions and work items are routed, the workforce schedule can be consulted in real time. This prevents routing interactions to employees who aren’t scheduled to work on the specific activity. It also can save unplanned overtime costs, as employees will no longer receive interactions when their shifts have ended already.
Managing an omnichannel workforce using Genesys solutions lets you continuously optimize the customer experience, along with these other benefits:
Learn how to optimize your omnichannel workforce.
Every year, Genesys® orchestrates more than 70 billion 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.
Live Assistance
Live Assistance
Chat with Sales
Schedule a Demo
Customer Care
Genesys Careers