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Get flexible and accurate forecasting and scheduling

Assign the right employee, with the right skills, to the right job, at the right time. Artificial intelligence (AI)-powered resource management makes it possible.

Scheduling and forecasting

Lightning fast scheduling and highly accurate forecasts

Resource management in a call centre is a complex job. It requires that you find the optimal staffing level and match it with employee schedules. Plus, you must account for outside variables that continue to change.

It’s a big job, so start with two key focus areas. First, forecast expected call volume. Then create hiring plans and schedules that match anticipated needs.

An understaffed contact centre puts stress on staff and lowers customer satisfaction levels. And overstaffing leads to idle agents and higher costs.

Workforce management software lets you forecast call volumes and plan staffing. Use AI and machine learning algorithms to develop work plans. Optimise plans with weekly and multi-week rules and constraints. And then improve accuracy and efficiency across the board by automating operational practices.

"The Genesys solution is the full omnichannel product that enables us to not only blend agents but blend brands which provides us with best of breed capability in terms of workforce planning, routing, customer service and delivery."

Gerrad Hennessy

Senior Operations Manager

Woolworths

Spend less time scheduling and more time coaching agents to achieve business goals

Terms of use

Data-driven, accurate forecasting

Create efficient operational plans and accurate forecasts in a fraction of the time. Consider the impact of contact volumes, attrition, service levels and other key factors. Use that data to predict long-term operational performance.

Predictive analytics

Leverage true mathematical schedule optimisation

Let data drive your scheduling rules. Analyse historical data to produce realistic labour forecasts and staffing requirements. Determine exactly how many agents you need week over week. Also predict service levels, abandons, costs, revenues, customer experience scores and profits.

Get up and running in days

The simpler, the better

Having more systems means you have more complexity. Simplify the process with interaction forecasting and agent scheduling in a single interface. Streamline processes and achieve business goals with an all-in-one workforce management solution.

Empower teams to create and carry out exceptional strategies with resource management solutions

Use a single tool for the best in workforce scheduling and forecasting. Genesys® Workforce Engagement Management lives in the Genesys Cloud™ platform and can be used by customers who have any Genesys product.

Workforce optimization

Comprehensive all-in-one employee experience

Your customer service agents are the face of your business — keep them happy. Workforce Engagement Management gives access to schedules, evaluations and more in a single easy-to-use user interface.

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AI-powered operational process automation

Don’t make live agents do tedious work. Leverage AI to automate routine tasks. Reduce human error and improve employee engagement.

Genesys cloud technology

Continual innovation and growth

The cloud environment allows for continuous software improvements. Take advantage of a modern platform that’s built to adapt.

"We have to ensure our teams follow the correct process and give the most accurate information and best advice every time. That’s a lot easier now we have intelligent routing, call recording and workforce planning in the same solution."

Melissa Simpson

Chief Customer Officer

Feros Care

Get everything you need to be effective in a single, easy-to-use platform

Workforce planning

Manage employees and their skills across channels. Optimise scheduling to boost efficiency, lower overtime and reduce turnover costs. Use tools like shift swap to ensure service levels when your regular agents are unavailable.

Recruitment

Help out your human resources team. AppFoundry partnerships can improve the hiring process. Leverage tools to assess and confirm candidates’ skills. Make sure they will succeed in your contact centre.

Scheduling

Take the headache out of managing schedules. Streamline the scheduling process with automated shift allocation, flexible work rules and more.

Employee mobility tools

Let your customer service team work from anywhere. Give employees the ability to schedule, submit and manage time-off requests from their smartphones.

Short-term forecasting

Spend less time scheduling and more time building your team. Forecast business needs and create schedules weeks in advance. Adapt to sudden changes without disrupting the whole schedule.

Business unit and planning groups

Improve operational efficiency with valuable insights about your contact centre. Then use these insights to set rules and constraints that work for your unique business needs.

Resources

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2020 Gartner Magic Quadrant for Workforce Engagement Management

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How AI can improve contact centre and agent performance

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Workforce Engagement Management: How to engage your team for the best customer experience

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WEM Checklist: Get the most out of your workforce

Manage your employees and their skills with effective forecasting and scheduling

Discover how to boost contact centre efficiency while reducing costs. Proper scheduling and accurate forecasting reduce unwanted overtime and lessen employee turnover. Request a demo to learn how Genesys Workforce Engagement Management improves call centre operations. See how to plan for the future and face day-to-day challenges head on.

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