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Workforce Optimization Solutions

Workforce Optimization

Make employee engagement a key part of your customer experience strategy

In today’s increasingly complex contact center, your employees need a robust combination of tools, information and support to meet rapidly evolving customer expectations. You need to define an employee engagement strategy that closely aligns with your customer engagement strategy. And you need to identify what drives inefficiencies and train your workforce accordingly to maximize their success.

Empower your employees with workforce optimization technology to yield measurable results for both the efficiency of your organization and the quality of your customer experience. With an integrated contact center infrastructure and workforce optimization capabilities, you can increase your employee engagement and workforce performance to deliver on your business objectives.

Accurately forecast and schedule employee time from a single interface

Optimizing your workforce requires a combination of thorough planning, forecasting and scheduling as well as cost-effective employee training. The right workforce planning solutions tightly integrate workforce management with your customer experience platform and routing. They enable you to manage employees and their skills from a single location, resulting in more effective forecasting and scheduling. Efficiently distribute interactions and work across channels through combined skills and schedule-based routing to boost efficiency and service levels while reducing costs associated with undesired overtime and employee turnover.

Workforce optimization solutions

Blueprint for success:

Design the perfect cloud contact centre solution with our CX blueprint tool.

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Listen more to identify opportunities

Each customer conversation is valuable. Achieve a deeper understanding of conversations that hold valuable insights into trends, issues and business performance by recording and analyzing 100% of your interactions. And do this all while leveraging your existing contact center infrastructure.
Interaction recording solves business needs related to compliance, risk mitigation and quality management assurance. Interaction analytics automatically combines speech analytics with text analytics, such as chat or email. It analyzes all conversations across all channels, empowering you to better understand customer conversations. Gain deeper insights into the true meaning and context of every conversation to make data-driven decisions on business processes, identify new revenue opportunities, and ensure workforce performance and quality management success.

“Screen recording lets us see how agents use applications during member interactions. This helps us determine how we can improve our processes to better serve members, as well as improve training for agents.”

Dylan Mathews, Director of IT, America’s Credit Union

Raise the bar for employees

Knowing what makes an employee a top performer gives you the ability to provide individualized coaching and training and, ultimately, improve overall workforce performance. An employee performance management and workforce optimization solution correlates business performance with employee skills, knowledge and other attributes to identify what drives the best business outcomes. The solution lets you drive productivity and employee success while improving customer experience, increasing revenue, reducing operational costs and risks—all to create a great customer experience and meet business outcomes.

Employee performance management and workforce optimization solution
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Set your employees up for success

You want your employees to be productive and efficient, as well as happy and engaged. Genesys offers the workforce optimization capabilities you need to maximize their success while delivering on your business objectives. Features include:

  • Long-term operational planning
  • Workforce planning through forecasting, scheduling and real-time adherence
  • Voice and screen recording
  • Quality management
  • Speech and text analytics
  • Performance improvement
  • Automated training management
  • Knowledge management

Genesys Connect Workforce Optimization

Empower employees to create great business outcomes

Employee engagement is critical to providing seamless omnichannel customer experiences. But often, companies lack the know-how to create and properly carry out an effective employee engagement strategy. Eliminate confusing spreadsheets and last-minute scheduling changes with forecasting tools that are based on up-to-date information about agent availability, skill sets and routing rules.

With the integrated Genesys Connect™ contact center infrastructure and workforce optimization capabilities, Genesys increases your employee engagement and workforce performance to deliver on your business objectives.

Genesys pureconnecttm platform
Empower agents with an omnichannel customer experience platform

Find value in cross-channel conversations with interaction analytics

Automatically analyze each customer interaction. Use the insights and data gathered to improve your quality assurance. Interaction analytics combines speech and text analytics to analyze the content of all conversations across all contact channels. Interaction analytics automates the process of listening to conversations to obtain deeper levels of understanding of valuable conversations. Gain insight into trends, issues and business performance by recording and analyzing all interactions. Make the most of your tools—leverage your existing contact center infrastructure to drive better-quality conversations and better business decisions.

Efficiently and accurately plan workforce schedules

Constant skill and schedule changes, combined with a lack of insight across channels and departments, make it difficult to create accurate forecasts and workforce schedules. Optimizing your workforce starts with accurate planning, forecasting and scheduling across communication channels.

Genesys workforce planning capabilities integrate workforce management with routing and the Genesys Connect platform. Administer agents and skills in one place for routing and planning, and efficiently distribute interactions and work across channels through combined skills and schedule-based routing. This not only improves efficiencies and service levels but also reduces the cost of undesired overtime and agent turnover. Integrate this with the unified desktop for context and tools in one view.

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Genesys Engage Workforce Optimization

Drive better business outcomes with workforce optimization

More engaged employees deliver a more successful and seamless omnichannel experience. But there’s often a gap between knowing the value of an employee engagement strategy and putting it to practice. Understand what’s driving inefficiencies and train your workforce accordingly to maximize success.
With an integrated Genesys Engage™ contact center infrastructure and workforce optimization capabilities, you can increase your employee engagement and workforce performance to deliver on business objectives.

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Start with proper planning

Optimizing your workforce begins with accurate planning, forecasting and scheduling, as well as cost-effective training across all communication channels. Too often, interaction channels are managed in silos, creating inefficiencies, complexity and manual work for the planning department. Overcome these challenges through automation and tight integration with the contact centre platform and routing engine.
Genesys workforce planning tightly integrates Genesys Workforce Management with routing and the Genesys Engage platform. It also includes ongoing skills assessment tools, while automating training. You’re able to better manage employees and skills in one place while improving routing and planning. Other benefits include more effective forecasting and scheduling, improved distribution of interactions and work across channels, and reduced costs associated with undesired overtime and employee turnover.

Genesys workforce planning tightly integrates genesys workforce management with routing and the genesys pureengage platform
Analyze contact center interactions across channels for quality assurance

Analyze interactions across channels for quality assurance

Each customer conversation holds beneficial insights into what drives business success now—and what will drive it in the future.
Interaction analytics, such as speech and text analytics, help organizations understand the true meaning and context of every conversation that comes through the contact center. Thorough interaction recording also enables you to easily meet business requirements for compliance and risk mitigation while achieving quality management.
Interaction analytics combines speech and text analytics to examine the content of all conversations and interactions across all channels, including phone calls, chat and email.

Workforce Optimization with Genesys Performance DNA

Invest in employee success with Genesys Performance DNA

Happy, engaged employees not only deliver a better customer experience, they produce better business results. By setting up employees for success from day one, you increase their happiness while decreasing costly customer churn. This begins with hiring the right people and consistently managing their performance to guide their success.

Genesys Performance DNA is a unique employee performance management solution that correlates your business performance with key employee performance metrics. Identify the specific skills, knowledge and behaviors that define a top performer. Create blueprints by roles detailing what great performance looks like and define optimal KPIs that take the guesswork out of performance management. With Performance DNA, you gain the advantage of driving better employee performance for amazing business results.

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Performance DNA allows us to correlate the key performance metrics to identify our shining stars from a customer satisfaction and a sales point of view, so we can target training to get maximum impact with minimum investment.

— Head of Talent Development, EE Contact Centres

Correlate performance data with employee skills and knowledge

Delivering an exceptional customer experience requires happy, competent employees. Genesys Performance DNA lets you correlate business performance with the skills, knowledge and attributes that define employee success and drive optimal business outcomes. Explore and visualize great employee performance through assessments and analysis. Then identify what differentiates top performers from others.

Unlike other performance management solutions, Performance DNA integrates with several enterprise systems. This gives you access and interpretation of relevant performance data from all available sources, helping you understand how employees perform and pinpoint what actions to take to propel them to peak performance.

Correlate contact center performance data with employee skills and knowledge
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Identify top performers and create DNA blueprints

Combine performance data with insights generated from contact center data, customer surveys, HR systems and more to create blueprints by roles, showing what great performance looks like. Define optimal KPIs for each role and focus on performance improvements that have the greatest impact on your business. Pinpoint the skills that contribute to your success and have the information you need to improve performance across your team.

Build customized training, coaching and employee assessments

A one-size-fits-all approach to employee planning is expensive and ineffective. Learn how individual employees perform against their role blueprints. Then provide individualized training and coaching plans on a next-best-action basis. Schedule training and coaching plans automatically in your workforce planning application during existing downtime—minimizing the impact on your operations. Your employees will appreciate knowing specifically what they need to succeed and get ahead in their careers.

Workforce planning application