{"id":485286,"date":"2023-07-26T08:28:18","date_gmt":"2023-07-26T15:28:18","guid":{"rendered":"https:\/\/www.genesys.com\/capabilities\/work-automation-and-task-routing"},"modified":"2024-07-03T03:12:35","modified_gmt":"2024-07-03T10:12:35","slug":"work-automation-and-task-routing","status":"publish","type":"capabilities","link":"https:\/\/www.genesys.com\/en-gb\/capabilities\/work-automation-and-task-routing","title":{"rendered":"Work automation and task routing"},"content":{"rendered":"

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Deliver on your customer promise with work automation<\/h1>\n

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Book a demo<\/a><\/div>[\/vc_column][vc_column width=”1\/2″ offset=”vc_hidden-xs”]
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Keep customers happy with timely, effective responses<\/h2>\n

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Get a single source of truth for all back-office tasks<\/h3>\n

Make more informed decisions based on accurate, current and consistent data. The Genesys work automation solution allows you to integrate siloed applications from multiple back-office systems.<\/p>\n<\/div><\/div>[\/vc_column][vc_column width=”1\/3″]

Reprioritise work to maintain due dates and SLAs<\/h3>\n

Empower your team in real time by defining tasks based on SLAs and reprioritising work based on shifting business priorities. Guarantee that every customer request is handled on time and nothing is overlooked.<\/p>\n<\/div><\/div>[\/vc_column][vc_column width=”1\/3″]

Gain visibility into every customer activity and work type<\/h3>\n

Stop guessing how long each customer request will take to complete. Accurately measure task completion time, status and employee performance with real-time insights across all work items.<\/p>\n<\/div><\/div>[\/vc_column][\/vc_row][\/vc_section][vc_section flair=”%5B%5D”][vc_row][vc_column][vc_column_text]<\/p>\n

Consolidate and manage your operations with work automation<\/h2>\n

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Flexible task creation<\/h3>\n

Easily capture tasks from multiple sources and applications via API. Attach relevant attributes to help the system adjust to gain smarter prioritisation, distribution and context for all your employees.[\/vc_column_text][\/vc_column][vc_column width=”1\/3″][vc_column_text css=””]<\/p>\n

Powerful workflow design<\/h3>\n

Administrators can create configurable task stages and transitions to address more complex workflows. Choose from agent-assisted or fully unattended actions to deliver the right next step in every situation.[\/vc_column_text][\/vc_column][vc_column width=”1\/3″][vc_column_text css=””]<\/p>\n

Task performance analytics<\/h3>\n

Task analytics provides a snapshot broken down by task type, process and location (queue vs. workbin), like work-item life report and average age. This knowledge improves employee skill sets and work balance.[\/vc_column_text][\/vc_column][vc_column width=”1\/3″][vc_column_text]<\/p>\n

Custom workbins<\/h3>\n

Increase employee productivity with custom personal or group parking-lot queues (aka workbins). Your team leads will have complete visibility and control over task completion status and due dates, avoiding backlogs.[\/vc_column_text][\/vc_column][vc_column width=”1\/3″][vc_column_text]<\/p>\n

Single, centralised task view<\/h3>\n

Control all captured task statuses, processing and assignments in real time from a single overview. Search, filter and take action when needed within one simple-to-use administration interface.[\/vc_column_text][\/vc_column][vc_column width=”1\/3″][vc_column_text]<\/p>\n

Status transitions builder<\/h3>\n

Design custom task statuses with automated and agent-assisted actions to eliminate backlogs. Enhance journey orchestration using proactive notifications, backend integrations and contact centre routing.[\/vc_column_text][\/vc_column][\/vc_row][\/vc_section][vc_section flair=”%5B%7B%22hide_mobile%22%3A%22yes%22%7D%5D”][vc_row][vc_column]

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\"Gartner<\/p>\n

2025 Gartner\u00ae Magic Quadrant\u2122 for Contact Centre as a Service<\/p>\n

Gartner named Genesys a Leader for the 11th consecutive year<\/p>\n<\/div>

Get the Gartner report<\/div><\/div><\/div><\/div><\/a>[\/vc_column][\/vc_row][\/vc_section]<\/p>\n<\/div>