Excellent customer service doesn't just happen – it requires constant performance management, measurement, analysis and workforce optimization. Genesys gives you all the tools you need, from assessing and maintaining employee skills, tracking customer experience across channels and monitoring performance in real-time to asking customers their opinions using surveys. Armed with the Genesys Workforce Optimization and Performance Management solutions, you can be sure that you are delivering on the brand promise of customer service.
Delivers a complete picture of customer experience and agent performance, unified across channels and operations
Gives managers real-time insight for performance management and fast issue resolution
Reduces staffing costs, improves productivity and protects the customer experience with forecasting and scheduling
Proactively assesses and maintains employee skills to best serve your customers