Genesys Workforce Planning

Increase workforce efficiencies, improve service levels and reduce operating costs

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 Cloud CX

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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