What is back office optimisation?

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.

Genesys back-office optimisation benefits include:

• Workforce efficiency
• Employee engagement and empowerment
• Connected systems, workloads and employees
• Increased management of operational costs

Learn five steps to creating a peak-performing back office. Download the white paper today!