Genesys iWD optimizes the work streams that support your customers. By prioritizing, assigning and monitoring tasks based on business rules and employee skills, it helps you meet customer deadlines while improving efficiency.
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Global Task List |
Creates a global task list from existing enterprise applications, including ERP, BPM and CRM systems. |
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Rules-Driven Prioritization |
Ensures that tasks are assigned and completed according to SLAs, ordering tasks based on business value; reprioritizes when conditions change. |
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Skills-Based Push Task Allocation |
Delivers tasks to the most appropriate people, based on skills and capabilities –eliminating 'cherry-picking' and manual work assignments. |
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Employee Presence |
Monitors employees in real-time and incorporates availability in work streams;dynamically adjusts assignments based on availability and workload. |
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Enterprise Visibility |
Delivers insight using task-based statistics and customizable business metrics; monitors SLA adherence. |
