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Genesys intelligent Workload Distribution

In today’s competitive marketplace, it is critical that companies 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. For example, it:

  • Ensures the efficient delivery of consistent customer service by optimizing routing of 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