Drive Customer Experience and Efficiency
When your customer contact you, they expect your employees to be ready to respond to their needs, whatever communication channel your customer prefers.
By using Genesys Workforce Management Software you can positively impact the Customer Experience and Employee Efficiency for all customer communication channels and ‘offline’ tasks that need to be handled to deliver on the customer promise
An Accurate Forecast and Schedule That Works
Forecasting functionality for different types of channels and organizational entitites such as front and back office ensures you can deliver on your service level promise and be cost efficient at the same time.
Advanced scheduling capabilities deliver the best possible schedule taking in to account your objectives, organizational & contractual requirements and employee’s preferences and requests.
Respond Quickly to Changing Conditions
Based on your forecasting and scheduling approach and the size and scope of your operation, the Genesys Workforce Management Software suite will enable you to easily manage the day’s events by being able to quickly respond to new conditions. Real time adherence provides a real time view of your employee's performance and help you make timely decisions.
Our customers are achieving quantifiable ROI benefits using Genesys Workforce Optimization solutions, including:
- 5% reduction in staffing costs
- 5% gain in employee efficiency
- 10% gain in supervisor and team leader productivity
- 25% reduction in employee absenteeism