Gain Visibility into Operational Performance
Businesses today need to make timelier and more accurate decisions, gain visibility into performance, and ensure operations are aligned to corporate goals. Genesys Advisor workforce management software solves these challenges by enabling business and operations managers to understand and collaborate in real-time on problems across multiple channels and multiple operations.
Where Traditional Reporting Falls Short
Traditional reporting is designed to document what has happened, after it happens, at a very low operational level. Businesses with mission-critical Contact Centers must confront managing the right balance between performance and cost, which gets more challenging as operations add more channels and grow in complexity.
How Real-Time Information is Different
Even small changes in customer activity or agent performance lead to dramatic effects on the entire organization. But, typically these problems do not surface in time, especially as you get further from the front lines. With Genesys Advisor call center workforce management software, executives and frontline users receive real-time answers so they can collaborate and respond before small problems turn into major disasters.
- Unifies real-time visibility across multiple operations and multiple channels
- Provides root-cause analysis to untangle previously “untrackable” business processes
- Delivers appropriate real-time information to users based on their role
- Allows issues to be solved before they impact customers and revenues