Genesys Workforce Management

Genesys Workforce Management gives contact center managers and supervisors the ability to precisely match agent availability and skills with customer needs, thereby improving operational efficiency and call response times, and increasing agent productivity and customer satisfaction.

Genesys Workforce Management is a comprehensive workforce performance management application that enables customer service organizations to confidently forecast staffing levels, flexibly manage agent schedules, and accurately track performance and results in multi-site and multi-channel contact centers. The software includes intra-day management, real-time adherence and an out-of-the-box API for integrating with third-party systems.

Genesys Workforce Management is the only workforce performance management solution to offer automatic updates of historical data and agent skill set information in real time across all media channels. The result? The organization realizes a faster ROI on agent training, reduces administrative expenses and eliminates the need for manual updates.

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• Reduces the complexity in managing contact/call center resources with an integrated workforce performance management solution
• Improves efficiency by generating agent schedules that optimize resources while meeting the needs of the agent population
• Accommodates growth and expansion within the contact/call center with scalability for contact centers of any size
• Reduces contact center staffing costs while improving customer service
• Leverages distributed real-time staffing information to improve tactical decision-making

List of Workforce Management customers:
America First Credit Union	Apoteket	Aspen Systems
BeCogent	Blue Cross Blue Shield of Tennessee	Europe Club International
Excellent E-Services	Houston 311	Lattelekom
Ministry of Social Development	O2	Peoples Energy
Rabobank	SalesForce Australia	Siemens Business Services
Sovereign Bank	StarHub	T-Mobile Czech Republic
Tampa Electric

With Genesys, Becogent increased agents overall performance by 12%, reduced unproductive hours from 12% to 5%, and absences by 30% - saving £85k per month from its bottom line. Play Video

With Genesys, ECI (Europe Club International) can now get call center figures within hours instead of days, allowing ECI to decrease agent chairs and increase productivity. Play Video