Workflow Management

Workflow management is the process of optimising a company’s business processes using automation. This process includes mapping, planning and co-ordinating all parts of a business’ structure — from managing all points of interactions on a customer success journey to handling day-to-day administrative tasks.

How Genesys can help

Contact centres must accurately plan for multiple communication channels to support an array of interactions — email, voice, text or social media — to best serve customers and prospects. A lack of system integration between online and offline work tasks is ineffective and inefficient for understanding customer needs. Workflow management is critical in optimising front- and back-office teams to enable great customer service.

Genesys workforce optimisation offers a full suite of integrated agent and workflow capabilities to deliver an omnichannel customer journey through multi-skilled employees.

• Coaching Employees for Success – analyse the quality of conversations agents deliver across channels
• Improving the quality of customer interactions – skilled and motivated employees increase customer retention
• Automating routing and task assignments – shared application services for front and back office tasks