{"id":357409,"date":"2021-01-25T16:29:52","date_gmt":"2021-01-26T00:29:52","guid":{"rendered":"https:\/\/www.genesys.com\/?post_type=capabilities&p=357409"},"modified":"2025-04-28T22:21:34","modified_gmt":"2025-04-29T05:21:34","slug":"wem-workforce-engagement-management","status":"publish","type":"capabilities","link":"https:\/\/www.genesys.com\/en-sg\/capabilities\/wem-workforce-engagement-management","title":{"rendered":"Workforce engagement management"},"content":{"rendered":"

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Genesys Cloud CX<\/a><\/div><\/div><\/div>[\/vc_column][vc_column width=”5\/12″][vc_column_text css=””]<\/p>\n

AI-driven workforce engagement management<\/h1>\n

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Elevate your employee experience strategy with native WEM solutions<\/p>\n

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Elevate your employee experience<\/h2>\n

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Improve experience and retention<\/h3>\n

Employee turnover is costly, but it\u2019s not inevitable. With personalised skill development, real-time support and workforce engagement management (WEM) tools that empower your team, you can keep them engaged, growing and committed to your brand.
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Enhance performance and productivity<\/h3>\n

Drive efficiency and performance without adding to employees\u2019 workload or mental strain. Built-in artificial intelligence (AI) accelerators ensure you meet KPIs to optimise business results \u2014 without overburdening your customer experience (CX) team.
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Drive efficiency and achieve service goals<\/h3>\n

Balance staffing demands and service level requirements with employee workload and capacity \u2014 while keeping costs down. AI-powered planning ensures accurate staffing when and where you need it and delivers the flexibility to scale when demands change.
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Unlock the potential of your CX talent<\/h2>\n

Engage and empower your entire contact centre team with a suite of AI-powered WEM capabilities \u2013 fully integrated with your Contact Centre as a Service (CCaaS) solution. Leverage quality management, recording, compliance, coaching and development, employee performance and workforce management tools in a single solution. With a complete WEM suite, you can increase employee engagement and productivity, boost the efficiency of your CX operations and improve business results through better customer experiences.
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AI conversational intelligence<\/h3>\n

Automatically analyse 100% of your customer-agent conversations with sentiment analysis, agent empathy analysis, topic trends and full call summarisation and insights. Improve conversion rates; enhance bots and virtual agents; and reduce handle time and interaction volume.<\/p>\n<\/div>

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Copilots<\/h3>\n

Provide customer service agents and supervisors with AI assistance that works alongside your team to improve both efficiency and quality of customer interactions. Automate manual tasks; surface context and intent to guide interactions; and leverage translation to support multilingual teams.<\/p>\n<\/div>

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Quality assurance and compliance<\/h3>\n

Use interaction data to improve performance metrics like first-call resolution. Record interactions across channels. AI delivers Voice of the Customer (VoC) insights, identifies performance patterns and automates accurate evaluations to reduce bias.<\/p>\n<\/div>

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Employee performance<\/h3>\n

Improve performance and reduce employee turnover with personalised recognition. Use AI to pinpoint each agent\u2019s specific knowledge and skill gaps. Gamification motivates agents with scorecards, leaderboards and contests.<\/p>\n<\/div>

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Analytics and reporting<\/h3>\n

From a central hub, aggregate real-time data to monitor the health and efficiency of your contact centre. Easily customise your view with data from interactions, agent performance and journey insights for continuous optimisation.<\/p>\n<\/div>

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Workforce management<\/h3>\n

Leverage AI-powered forecasting to optimise scheduling and achieve operational goals. Deliver flexibility to employees through absence management, trades and bidding in a changing business environment.<\/p>\n<\/div>

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2025 State of CX report<\/h2>\n

Unlock key insights from over 5,000 global consumers and 1,000 CX leaders.<\/p>\n<\/div>

Download now<\/div><\/div><\/div>
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Better experiences. Stronger teams. Bigger results.<\/h2>\n

Your contact centre innovation shouldn\u2019t stop at workforce optimisation (WFO). Take the next step with a complete suite of WEM solutions that empower your employees, boost customer satisfaction and accelerate your team\u2019s performance. When you\u2019re equipped with the right WEM capabilities, you can improve business results, lower costs, and increase customer satisfaction by modernising processes and motivating your highly skilled employees. The Genesys Cloud\u2122 platform helps you unlock everything you need to maximise your employees\u2019 impact on your business \u2014 fully connected with your contact centre.
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Accelerate the impact of your entire contact centre workforce with AI<\/h3>\n

Help your CX talent focus on what matters most: your customers. A unified smart workspace makes it easy for agents to handle interactions, manage performance and engage training opportunities all in the same place. No more screen switching. Built-in AI accelerators reduce time spent on manual tasks and alleviate mental strain with smart automated processes. The results speak for themselves; Virgin Atlantic<\/a> leveraged Genesys Cloud to reduce average handle time by 50%.<\/p>\n

Planners benefit from AI-powered forecasting that enables accurate planning and better schedule management. Real-time reporting equips managers with day-to-day performance data and trend analytics to continuously optimise your contact centre from a single location.<\/p>\n

Your whole CX team is supported and empowered to focus on your customers and add value to your business.[\/vc_column_text][\/vc_column_inner][\/vc_row_inner][\/vc_column][vc_column][vc_row_inner content_placement=”middle” el_class=”form-card bgc-lgray”][vc_column_inner width=”1\/2″][vc_single_image image=”567438″ alignment=”center” css=”” rounded_corners=”rounded-lg”][\/vc_column_inner][vc_column_inner width=”5\/12″ offset=”vc_col-sm-offset-1″][vc_column_text ct_style=”stat” css=””]<\/p>\n

Create a high-performance culture your employees will embrace<\/h3>\n

Keep your workforce engaged and reaching for high performance standards with a human-centric approach to workforce performance management and planning. Use AI-powered speech and text analytics with sentiment analysis and agent empathy analysis to identify performance patterns. Then, zero in on each agent\u2019s development needs with targeted coaching.<\/p>\n

Gamification tools leverage game mechanics to motivate employees and help them align personal goals with business outcomes. Personalised performance dashboards with real-time metrics and customised targets keep your team focused on monitoring and improving their performance. With Genesys Cloud, Aeromexico<\/a> saw a 13% rise in productivity and a 20% reduction in agent turnover.[\/vc_column_text][\/vc_column_inner][\/vc_row_inner][\/vc_column][vc_column][vc_row_inner content_placement=”middle” el_class=”form-card bgc-lgray”][vc_column_inner width=”1\/2″][vc_single_image image=”567439″ alignment=”center” css=”” rounded_corners=”rounded-lg”][\/vc_column_inner][vc_column_inner width=”5\/12″ offset=”vc_col-sm-offset-1″][vc_column_text ct_style=”stat” css=””]<\/p>\n

Simplify management for improved agility and resilience<\/h3>\n

A single, unified platform for customer engagement and workforce management streamlines deployment and administration and simplifies management of your CX operation. Keep your omnichannel interaction and customer data, routing and more connected and operated on a unified data layer to make smarter AI-driven decisions. Manage your entire contact centre from a central hub, no matter where your CX teams are located globally. Get full visibility into key contact centre metrics, agent performance and customer experience across channels in real time.<\/p>\n

Customise the flexible analytics workspace to examine interactions, agent performance and customer journeys for a full view of your operation, saving time and effort.
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Reduce risk, ensure compliance and protect your business<\/h3>\n

Security, data protection and regulatory compliance don\u2019t have to slow down your CX strategy. With a comprehensive set of compliance certifications and attestations, you can confidently navigate the complex global regulatory environment.<\/p>\n

Automatic recording of every interaction on every channel ensures you can meet the highest levels of quality and compliance. AI-powered analytics mine this rich trove of data to identify compliance issues, spot performance trends and pinpoint agent behaviours and knowledge gaps that affect CX. Topic spotting and sentiment analysis deliver VoC insights to improve performance, remove bias from evaluations and augment quality processes that scale as needed.
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Comprehensive, easy to use and powered by AI<\/h2>\n

Genesys Cloud Workforce Engagement Management makes it easy to elevate your employee experience, accelerate your team\u2019s impact and realise exceptional value.[\/vc_column_text][\/vc_column][\/vc_row][vc_row][vc_column width=”1\/2″][vc_column_text ct_style=”list-block” css=””]<\/p>\n

One platform to simplify operations<\/h3>\n

A unified platform with natively integrated CCaaS and WEM capabilities simplifies deployment and administration. And the modern cloud architecture allows for constant updates without downtime. With turnkey, out-of-the-box AI capabilities, you can drive efficiency and reduce administration costs.<\/p>\n

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Single supervisor interface<\/h3>\n

Make it easy to manage the entire contact centre \u2014 no matter where your teams are located. With real-time and post-interaction insights, spot trends, pinpoint areas for improvement and optimise your resources for efficiency. Oversee interactions and manage performance, learning and career progression \u2014 all in one workspace.
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Expedited quality management<\/h3>\n

Save time and effort with AI-powered evaluation of every interaction that is backed by contextual understanding and improves focus on the elements that drive performance. Identify knowledge gaps or areas for improvement, find the best time for a personalised coaching session and schedule it all from the same screen. Scale up your view for trend insights to improve the customer journey.<\/p>\n

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Everything your contact centre needs \u2013 in a single platform<\/h2>\n

Genesys Cloud Workforce Engagement Management is a complete, cloud-native suite of capabilities. Get more out of your investment and CX strategy with solutions that support seamless onboarding, coaching, scheduling, performance and quality management. Trade disconnected systems for a unified platform that reduces technical burden and costs.<\/p>\n<\/div>

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Everything your contact centre needs \u2013 in a single platform<\/h2>\n

Genesys Cloud Workforce Engagement Management is a complete, cloud-native suite of capabilities. Get more out of your investment and CX strategy with solutions that support seamless onboarding, coaching, scheduling, performance and quality management. Trade disconnected systems for a unified platform that reduces technical burden and costs.<\/p>\n

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Learn more<\/a><\/div>[\/vc_column][\/vc_row][\/vc_section][vc_section background_color=”bgc-lgray” flair=”%5B%7B%22flair_type%22%3A%22f_type_image%22%2C%22hide_mobile%22%3A%22yes%22%7D%5D”][vc_row equal_height=”yes”][vc_column width=”2\/3″][vc_column_text css=””]<\/p>\n

See what our customers have to say<\/h2>\n

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