In today’s competitive marketplace, it is critical that companies can manage and optimize resources by determining common agent skills and prioritizing workloads, and efficiently manage customer interactions and tasks across the entire enterprise, in order to provide the very best customer experience.
Genesys intelligent Workload Distribution (iWD) solves this challenge with a single solution that integrates resources, contact center capabilities, and internal business processes to ensure the right resources proactively receive the highest value tasks at the right time, regardless of location or media type.
Built on the powerful and proven Genesys Customer Interaction Management (CIM) platform, iWD improves business efficiency and customer service with real-time prioritization of tasks and interactions from a broad range of enterprise work sources. It then dynamically manages and distributes tasks based on their business value to a consolidated pool of available resources across the entire organization. iWD can also prioritize and route work items from existing enterprise software applications such as ERP, BPM, and CRM.
Advantages
iWD offers companies a number of significant business advantages. It
- Ensures the efficient delivery of consistent customer service by optimizing the routing of work items across an integrated pool of resources ― front office, back office, home, remote, branch, offshore, or outsourced
- Reduces operational costs with the effective utilization of all enterprise-wide resources, while optimally matching the task, the priority, and the person
- Provides superior customer service ― and increases the speed and quality of business processes ― by providing visibility and control into all interactions, SLAs, work items, and resources across the organization
Genesys iWD enables centralized service delivery that takes advantage of CIM capability to proactively manage interactions and tasks across all channels and media. Its ability to create a global task list sorted by business value, to prioritize and distribute these tasks to the right resource, and to increase business effectiveness is built on four key functions: capture, calculate, distribute, and manage.
Capture
In many organizations, the volume of tasks can actually exceed that of calls, underscoring the need for a solution that harmonizes voice interactions and tasks. iWD captures tasks from a broad range of work sources in the enterprise. Designed to the standards of services oriented architecture, it connects with other SOA-based applications including workflow, document management, CRM applications, and enterprise service buses. iWD can also capture events, such as an abandoned online order, and automatically create a task to follow-up with the customer.
All captured tasks are automatically associated to a business context configured in iWD, independent of the channel, media or system from which the task was captured. iWD capture is bi-directional, ensuring that the source system is exposed to the full set of iWD functions (submitting, updating, cancelling a task, etc.) and that changes in the source system are immediately updated in iWD. This requires no custom coding.
Calculate
To effectively calculate the business value of a customer request requires an understanding of its business context. iWD uses business rules configured by users to calculate value and incorporates a set of features and functions that allows business users to more effectively set business rules, manage tasks in the organization and increase business agility.
Business Context Configuration
iWD utilizes a flexible configuration based on an organizational context (departments, business processes, etc.) against which tasks will be managed. Adding new departments or processes is simple and immediate, without the need for IT or development resources.
Service Level Management
iWD rules quickly order the list of tasks, based on the service level objectives and rules defined by business users. As information related to a task can change, iWD proactively re-assesses a task’s value throughout its lifecycle, and updates tasks already submitted for distribution.
Business Calendars
For operations spanning several regions with separate operating schedules, business calendars ensure task due dates take into account those operating schedules differences.
Distribute
iWD assigns tasks to various distribution points, or locations, for completion. Like capture, distribution is bi-directional, so it receives updates as well as disseminating tasks and information.
To further enhance work distribution iWD supports multiple distribution points. This allows the enterprise to route lower-value tasks to a lower-cost region or a third-party business process outsourcer, or to tailor work distribution to branch offices or back-office workers during peaks.
Manage
The intuitive iWD interface provides a range of features, functions and views to users, based on their roles. Business analysts can configure and manage departments, business processes and, rules, and service levels. Operations managers can view all tasks across departments and business processes, and manage tasks (hold, resume, modify task attributes, etc.) Business architects can configure new business rule templates, manage services and modules, and create new capture and distribution points. iWD provides real-time statistics in a single view of interactions and tasks.
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