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Never miss a moment with work automation and task routing

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Keep customers happy with timely, effective responses

Get a single source of truth for all back-office tasks

Make more informed decisions based on accurate and consistent data. The Genesys Work Automation and Task Routing solution allows you to integrate siloed applications from multiple back-office systems.

Reprioritise work to maintain due dates and SLAs

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.

Gain visibility into every customer activity and work type

Stop guessing how long it will take to perform tasks. Instead, accurately measure task completion time, status and employee performance with real-time insights across all work items.

Consolidate and manage your operations with work automation

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Flexible task creation

Easily capture tasks from multiple sources and applications via API. Attach relevant attributes to gain smarter prioritisation, distribution and context for employees.

Powerful workflow design

Administrators can create configurable task stages and transitions to address more complex workflows. Choose from agent-assisted or fully unattended actions.

Task performance analytics

Task analytics provides an overview of tasks broken down by type, process and location (queue vs. workbin), such as work-item life report and average age of work-item.

Custom workbins

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.

Single, centralised task view

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.

Status transitions builder

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.

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33%

of respondents cited siloed departments with separate customer engagement solutions as an organisational barrier to improving CX

The State of Customer Experience, Third Edition, Genesys, 2023

Boost contact centre productivity for any work type

Providing a great customer experience is essential to business success, as research consistently shows. And the billions of dollars invested in front-end technologies prove that companies take this seriously. But what about the back office? Being able to track and trace customer requests throughout their lifecycle within the back office plays a critical role in the overall customer experience.

See all tasks in one place at one time

Combine the power of workforce automation and agent-assisted actions to provide consistent end-to-end experiences. Make business decisions in real time with a single source of truth powered by consistent data. You will no longer have to rely on an admin manager’s “best guess” for prioritising and assigning tasks.

Break down silos between the front and back office

Disparate systems, manual workarounds, and the inability to track or trace the status of tasks have created many headaches for organisations. This ranges from missed deadlines, human error and backlogs of work, which lead to frustrated and dissatisfied customers. And it only takes five bad experiences to lose a customer. Gaining transparent, reliable insights into your back-office tasks is paramount to the success of delivering on your customer promises.

A single source of truth for every customer request

Constantly pulling data from your CRM system, Excel databases and home-grown solutions is time-consuming and costly. It also requires you to make decisions based on inconsistent data entered in different ways, using different values. Genesys gives you APIs to integrate all your siloed systems — such as Salesforce or ServiceNow — into a single view, enabling you to make more informed decisions based on accurate and consistent data in real time.

Meet and exceed your SLAs

The Genesys Work Automation and Task Routing solution allows a supervisor to classify and prioritise job creation tasks based on SLAs, such as time to completion, and reprioritise tasks based on shifting business priorities in real time. You can also enable the agent to select tasks based on business goals and task importance.

Continuous task progression

Avoid backlogs by creating automated task prioritisation and progression rules. Define baseline priorities easily, depending on task types and desired SLAs, as well as automatic actions to take once the status has changed. You’ll always meet due dates and you won’t have to worry about backlogs anymore.

Now we have real-time visibility into the total workload, queues, service levels and backlogs. This means we can distribute work amongst other teams nationally to manage spikes in demand. The visibility also extends to agent behaviour, allowing us to provide targeted coaching and skill allocation.

— James Iansek, Head of Customer Service Design and Innovation, Matmut

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Discover the benefits of work automation and task routing

Aspire to backlog-zero with work automation

Deliver on customer promises by obtaining complete visibility and accountability in the call centre. Prioritise, distribute and automate tasks in a single place, consolidating and controlling all contact centre tasks with ease. And analyse work to drive efficiency in real time. Boost productivity and deliver results through intelligent task routing and work automation, ensuring a seamless and effective customer experience.

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Genesys Cloud

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.