What is workforce optimization?

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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.

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About Genesys

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.