Delivering On Customer Promise
The customer's experience with your business isn't complete until their service is delivered or the task is finished. Good customer-facing service is not enough if you cannot deliver as promised. Genesys intelligent Workload Distribution (iWD) optimizes the business work streams enabling service delivery outside the contact center. Workload Management Software takes the effort out of the customer service experience by ensuring that the right person does the right work, at the right time to meet customer expectations. It reduces wasted time and effort while helping you deliver on your brand promise to the customer.
Genesys iWD call center management enables enterprise-wide customer service delivery, provides greater business efficiencies, and improves customer service by enabling users to quickly define priorities and service levels in real time — based on the business value of each task.
- Automatically prioritizes tasks based on business rules, independent of systems or work bins
- Ensures that work is completed according to customer commitments or deadlines
- Automatically distributes work tasks to employees, eliminating manual assignments and cherry-picking
- Routes tasks according to skills, delivering the best service for customers while making the best use of your employee skills
- Reduces wasted time and eliminates backlogs