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Reverberations of the global pandemic continue to reshape the business landscape. Where and how employees work, the ways in which customers interact with those employees \u2014 and even what it takes to attract and retain them \u2014 are in flux. Around the world, companies across industries are struggling to fill open roles, while the \u201cGreat Resignation\u201d means others are grappling with retention. With supply chain shortages and record customer demand magnifying these challenges, employees are balancing more than ever before. So, it\u2019s no surprise that people-related challenges are a top concern for customer experience (CX) leaders<\/a>, with businesses concerned about maintaining engagement and service quality, while keeping agents trained on new tools and procedures.<\/p>\n At Genesys, our mission is to deliver Experience as a ServiceSM<\/sup><\/a>, helping companies shift from business- to people-centricity, while building the most powerful experience orchestration solutions in the industry. While deeply understanding customer needs is key to this shift, the same is also true of employees.<\/p>\n Employees are differentiators, value creators critical to delivering empathetic experiences that leave customers feeling listened to and understood. Without engaged and empowered employees, companies can\u2019t deliver these empathetic experiences. To delight customers, businesses must first delight employees with smooth, effortless, personalised experiences.<\/p>\n Smart companies know this. They\u2019re shifting their perspectives and creating a competitive advantage through innovative workforce engagement management (WEM) and workforce optimisation (WFO) solutions that can increase employee satisfaction and decrease turnover. They\u2019re aware that engaged employees with access to the best tools provide customer experiences that engender brand loyalty and increased revenues. Genesys has been at the forefront of this shifting perspective, focused on delivering WEM\/WFO solutions that engage and empower employees to, ultimately, improve agent impact, performance and development.<\/p>\n We believe this focus is why Forrester recognised Genesys as a leader in the December 2021 \u201cThe Forrester Wave\u2122: Workforce Optimisation Platforms, Q4 2021\u201d<\/a> report. In the report, Genesys received the highest score possible in 12 criteria, including Integrations, Employee Engagement, Performance Management, Interaction Intelligence and Product Vision. Forrester states in the report \u201cGenesys\u2019 suite includes all key WFO elements, but its employee engagement focus is evident in the superlative features and deep functionality for quality and performance management.\u201d They further note that \u201cGenesys is a great fit for enterprises seeking a feature-laden WFO platform, exhaustive integration options, and an extensive partner and developer network.\u201d With this designation, Forrester now recognises Genesys as a leader in both Contact Centre as a Service (CCaaS)<\/a> and WFO.<\/p>\n In recent years, we\u2019ve made strategic investments to rapidly enhance our WFO\/WEM offering. The resulting suite of purpose-built capabilities is helping companies of all sizes reimagine employee experience. Our extensive functionality highlights our people-centric approach to tackling a broad set of workforce challenges \u2014 bringing together the best skills at the right place and right time \u2014 while keeping employees engaged and motivated.<\/p>\n Customers benefit from our robust innovation pipeline and the ability to effortlessly deliver leading-edge features that reduce agent stress and let them focus on higher-value tasks. In the past year, we\u2019ve delivered nearly 100 new employee experience capabilities. With features like Genesys Cloud\u2122<\/a> Agent Assist, companies can provide relevant, real-time knowledge suggestions to better assist agents at moment of impact. Next-generation performance management capabilities like gamification give employees a single, real-time view of all information and tools they need to make work more fun and focused, while better managing their off-queue lives. Real-time scorecards, personal bests and leaderboards help employees meet performance goals. And with fully integrated learning and coaching functions, employees are motivated to improve with personalised learning and development paths based on their unique knowledge and capabilities.<\/p>\n Combined, Genesys leading-edge digital and artificial intelligence (AI) capabilities and employee engagement solutions reduce friction and common pain points for contact centre staff. They provide agents with greater flexibility and empowerment, dramatically reducing turnover. Genesys Cloud with WEM<\/a> lets employees manage their time, express schedule preferences and help achieve work-life balance. This, along with the flexibility to allow employees to work from anywhere, is critical in supporting distributed global workforces balancing greater demands \u2014 our new normal.<\/p>\n The Forrester designation is an important milestone for us, and the latest in a \u201cwave\u201d of industry analyst recognition across our platforms and solutions. While we\u2019re proud to be acknowledged in this space, this is just the beginning of our efforts to redefine employee experience.<\/p>\n Genesys Cloud with WEM is a powerful experience orchestration solution that will continue to evolve and transform as the workplace does. Customers, employees and Genesys: Experiencing success, together.<\/p>\n