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Genesys Workforce Planning

Increase workforce efficiencies, improve service levels and reduce operating costs

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The bottom line: Genesys Workforce Planning drives true benefits

Genesys Workforce Planning takes workforce management capabilities to the next level and helps you deliver on your business objectives.

Improve SLAs across channels with:

  • More detailed insight into service levels and the ability to track work in queue and more efficiently handle backlogs
  • Unique algorithms that improve forecasting and scheduling, increasing the ability to meet service levels for voice and non-voice interactions and work
  • Customised, automated training that doesn’t interfere with schedules and SLAs

Enhance customer experiences with:

  • Routing based not just on skills, but on up-to-the-minute schedules to ensure timely handling of customer interactions and work
  • Customised, “perfect fit” routing to ensure each interaction is directed to the best possible resource to handle the request

Increase employee engagement and satisfaction, and reduce attrition through:

  • The ability to deliver the right work to right person at right time so employees don’t feel over-stressed
  • Simple-to-use agent applications that make it easy to influence schedules—with support for shift bidding preferences and time-off requests
  • Ongoing skills assessments and automated training for continuous performance improvement

Increase control and minimise operations costs by:

  • Automating the use of historical and real-time data to drive consistency and quality in planning, forecasting, scheduling and routing
  • Minimising unwanted overtime and “wrong way routing” with detailed up-to-the-minute schedule and skills information
  • Providing a single source for agent details including skills, schedules and analytics, eliminating time and costs associated with manual operations and skill changes
  • Reducing resources and costs associated with the implementation and ongoing management and optimisation of the workforce management solution (through Guru Managed Services)

Support success for omnichannel business strategies through:

  • An integrated, single-vendor solution to cross-channel workforce planning, forecasting, scheduling, training and routing optimisation
  • Enabling ‘multimedia shifts’ that seamlessly transition work for employees so they can support customers throughout their customer journey

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Genesys empowers more than 8,000 organisations in over 100 countries to improve loyalty and business outcomes by creating the best experiences for customers and employees. Through Genesys Cloud, the #1 AI-powered experience orchestration platform, Genesys delivers the future of CX to organisations of all sizes so they can provide empathetic, personalised experience at scale. As the trusted, all-in-one platform born in the cloud, Genesys Cloud accelerates growth for organisations by enabling them to differentiate with the right customer experience at the right time, while driving stronger workforce engagement, efficiency and operational improvements.

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