Back-office optimisation is the process of streamlining and automating workforce tasks that occur in a contact centre. It also aligns back-office functions with front-office workflows to improve customer experience across the customer lifecycle.
How Genesys can help
An optimised back office provides a consistent, seamless end-to-end customer journey. Typically, back-office departments — accounting, IT and human resources — are independently operating departments with disconnected tasks that can detract from the overall customer experience. And this leads to frustrated, disenchanted customers and employees.
Genesys back-office solutions offer the tools to create a seamless customer journey and empowered employees, improving customer satisfaction and retention.