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.
Supports customer service delivery beyond the contact center by tracking, prioritizing and routing tasks
Reduces staffing costs, improves productivity and protects service levels with accurate forecasting and scheduling