What is Workforce Optimization?

Revolutionize your Contact Center Performance with Workforce Optimization from Genesys

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

A fully integrated workforce and contact center infrastructure is an imperative to optimizing your workforce. The challenge is that typically front and back office systems are not connected on the same platform, and data to analyze agent performance and skills are limited. Genesys Workforce Optimization allows for management of customer service operations within budget while delivering a great customer service.

Genesys offers an complete suite of workforce optimization capabilities to accommodate:

• Omnichannel customer journeys
• Multi-skilled, multichannel workforce
• Multichannel workforce planning
• Coaching employees for success
• Better business results through actionable analytics

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