White paper

Planning and managing your omnichannel workforce

Developing a productive, engaged workforce through integration, routing optimization and automated, targeted training

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Technology-savvy customers of today are using multiple devices and communication channels to engage with companies. In most contact centers, interaction channels are managed in silos. There are separate systems for routing interactions and tasks, and for workforce management. This creates complexity and manual work for workforce planning and operations.

Read this white paper to learn how you can:

Develop integrated omnichannel workforce planning strategies
Modernize your infrastructure with an integrated contact center solution
Improve customer experience and agent satisfaction while reducing costs

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Genesys Cloud CX

Every year, Genesys® orchestrates billions of remarkable customer experiences for organizations in more than 100 countries. Through the power of our cloud, digital and AI technologies, organizations can realize Experience as a Service^®, our vision for empathetic customer experiences at scale. With Genesys, organizations have the power to deliver proactive, predictive, and hyper personalized experiences to deepen their customer connection across every marketing, sales, and service moment on any channel, while also improving employee productivity and engagement. By transforming back-office technology to a modern revenue velocity engine Genesys enables true intimacy at scale to foster customer trust and loyalty.