To stay ahead of the competition, businesses need to provide better customer service to ensure increased customer satisfaction and boosted revenue. In today’s competitive marketplace, customers hold the power, and organizations that gain the ability to respond to customer requests in a timely manner will not only realize a competitive advantage, but will also be able to optimize costs and resources.

Customer service delivery extends beyond the contact center into other organizational units of the business — such as branch offices, remote or home agents, mobile field employees, and especially to experts in the back office. While the contact center has seen improvements in agent productivity and operational costs, the customer-related activities in the business units located outside of the contact center haven’t kept pace.

Therefore, executives and managers are recognizing the critical need to align their customer service goals throughout the organization in order to maintain customer satisfaction and retention. Genesys intelligent Workload Distribution (iWD) enables enterprise-wide customer service delivery, provides greater business efficiencies, and improves customer service by enabling users to quickly define priorities and service levels in real time — based on the business value of each task. This ensures that the right resources are proactively receiving the most critical tasks at the right time, and that the highest value tasks get completed first.

Key Advantages – Benefits

iWD offers companies a number of significant business advantages:

• Ensures the efficient delivery of consistent customer service by optimizing routing of across an integrated pool of resources ― front office, back office, home, remote, branch, offshore, or outsourced
• Reduces operational costs through improved enterprise efficiencies with the utilization of all enterprise-wide resources, while optimally matching the task, the priority, and the person
• Provides superior customer service ― and increases the speed and quality of business processes ― by providing visibility and control into all interactions, SLAs, work items, and resources across the organization

iWD can change everything for your service function. Built on the powerful and proven Genesys Customer Interaction Management (CIM) Platform, iWD improves business efficiency and customer service with real-time prioritization of tasks and interactions from a broad range of enterprise work sources. It then dynamically manages and distributes tasks based on their business value to a consolidated pool of available resources across the entire organization. iWD can also prioritize and route work items from existing enterprise software applications such as ERP, BPM, and CRM.