What is workforce optimization?

Workforce optimization is a strategy used to integrate siloed technologies and automate processes to reduce operational costs. Workforce optimization also enables you to better manage employee performance, resulting in greater efficiency and higher customer satisfaction.

How Genesys can help

A fully integrated workforce and contact center infrastructure is imperative to optimizing your workforce. However, the challenges are that front- and back-office systems typically aren’t connected on the same platform and the data needed to analyze agent performance and skills is limited. Genesys workforce optimization tools allow you to manage customer service operations within budget — while delivering great customer service.

Genesys offers a full suite of workforce optimization capabilities to accommodate:

• Omnichannel customer journeys
• Multi-skilled, multichannel employees
• Employee coaching
• Better business results through actionable analytics

Optimize and revolutionize your workforce with Genesys. To learn more about omnichannel workforce optimization, download the white paper.