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Your contact centre’s success depends on accurate operational planning, scheduling and forecasting. Along with determining standard call volumes, an effective contact centre plan must include handle times, sick time, agent attrition, outbound contact rates and more. Yet, if planning is only a sporadic budget exercise, you could miss rapidly evolving internal or external changes that have a significant operational impact.
Transform your contact centre planning with Decisions, a vendor-agnostic, what-if analysis, staff- and budget-planning management system. At its core, Decisions is a series of algorithms that develop efficient operational plans and accurate forecasts in a fraction of the time of traditional contact centre planning. Ideal for executives and workforce planners, Decisions answers important questions around operations, service, customer experience and resourcing.
Decisions can rapidly and accurately calculate business outcomes to facilitate forecasting. It predicts future performance and reveals the operational impact of various scenarios and assumptions. Make enlightened decisions and achieve optimal results with a streamlined strategic planning process.
Designed specifically for contact centres, Decisions helps you better plan and budget. By accurately predicting long-term operational performance—considering the true impact of contact volumes, attrition, service levels and other key factors—you can develop effective and efficient staffing and service plans. And, with the ability to continuously track plan variations, you can respond faster to change and drive a better customer experience.
Get accurate answers to operational questions, without spreadsheets. Decisions is a strategic planning solution that offers accuracy, speed and agility. Determine exactly how many agents you need week over week, and predict service levels, abandons, costs, revenues, customer experience scores and profits.
Based on advanced simulation and analysis capabilities, Decisions optimises your contact centre resources and performance. Ensure that you have the right number of agents in the right location at the right time to deliver the service your customers expect. Gain a competitive advantage with the ability to analyse weekly staffing requirements. And develop highly efficient just-in-time hiring, overtime allocation, vacation distribution and training plans.
Creating your annual budget is critical. Decisions provides you with clean, organised and readily available data so you can answer operational what-if questions quickly and plan your budget accordingly.
Every year, Genesys® orchestrates billions of remarkable customer experiences for organisations in more than 100 countries. Through the power of our cloud, digital and AI technologies, organisations can realise Experience as a Service®, our vision for empathetic customer experiences at scale. With Genesys, organisations have the power to deliver proactive, predictive, and hyper personalised 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.
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