Workforce Management Software for Front & Back Office Call Centers

Is your customer service operation running as efficiently as it needs to be? Are you effectively scheduling the resources you need with your current customer service load? With Genesys Workforce Management, front- and back-office organizations can be confident that they’re effectively forecasting staffing needs, managing employee schedules, and tracking workforce performance and results. Access to both real-time adherence and historical data and employee skills information across all channels, ensures the most accurate staff planning possible.

Our workforce management software enables call centers of all types to forecast staffing needs, schedule their representatives’ time, and effectively manage ongoing needs. This translates to higher levels of satisfaction within your department and a call center that provides a more positive customer experience for all.

Like every other call center, you have agents with a wide range of skill sets. You may have one center in one facility or one hundred all over the globe. Genesys delivers advanced, customizable workforce management functionality that addresses every challenge and takes advantage of every opportunity so you can better serve your customers.

Based on your forecasting and scheduling approach and the size and scope of your operation, the Genesys Workforce Management suite can be tailored to your specific needs. Always maintain a high level of customer service by easily managing the day’s events and being able to quickly respond to new conditions.

Key Advantages – Benefits

Looking for ROI? Genesys delivers. Our customers are achieving quantifiable benefits using Genesys Workforce Management, including:

• 5% reduction in staffing costs
• 5% gain in employee efficiency
• 10% gain in supervisor and team leader productivity
• 25% reduction in employee absenteeism