Great customer service extends beyond the contact center to the processes and work streams involved in meeting your commitments. Genesys Enterprise Workload Management & Skills Based Routing products give you insight into and control over these processes, so you can truly track the customer experience from end to end.
By prioritizing and routing tasks, managing employee skills and schedules, and monitoring the entire process, you can stand behind your promises – delivering a great customer experience as efficiently and effectively as possible.
Products
intelligent Workload Distribution
Supports customer service delivery beyond the contact center by tracking, prioritizing and routing tasks
Workforce Management
Reduces staffing costs, improves productivity and protects service levels with accurate forecasting and scheduling
Skills Management
Proactively assesses and maintains employee skills so they have the right skill sets to handle work streams
Interactive Insights for iWD
Delivers a complete picture of employee performance and work streams across multiple operations and channels
