Genesys Lauded by Frost & Sullivan for Integrating Automation and Intelligence into its Workforce Optimization Solutions
The company's robust solutions suite includes WFO-enhancing functionality, such as predictive routing, agent chatbots, gamification, and customer journey mapping
Based on its recent analysis of the North American workforce optimization (WFO) market, Frost & Sullivan recognizes Genesys with the 2020 North American Innovation Excellence Frost Radar Award. Genesys is a global leader in cloud customer experience and contact center solutions. The company’s comprehensive workforce engagement management (WEM) suite is fully embedded in its all-in-one contact center solution in the Genesys Cloud.
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“With a full, in-depth range of WFO solutions under the Genesys Cloud WEM banner, the company is helping organizations deliver a comprehensive customer and employee experience,” says Nancy Jamison, Principal Analyst in customer contact. “Businesses benefit from the company’s prescriptive approach that includes best practices, tools, ROI calculators, and other information to help them identify the solutions that will enable them to achieve target business outcomes.”
Genesys is heavily invested in the infusion of artificial intelligence (AI) across its portfolio. For instance, it was the first company to use AI in workforce management (WFM), employing more than 27 algorithms that enable automatic forecasting and scheduling. Its AI-powered forecasting delivers results within 30 seconds, permits scheduling in minutes, and enables side-by-side comparisons or ‘what-if’ scenarios.
The company has integrated WEM capabilities across its portfolio, including predictive routing, agent assist, performance DNA, gamification, desktop process automation, voice of employee (VoE), mobile apps, and modern agent desktops. Genesys WFO apps engage agents by allowing them to participate fully in their own performance evaluations and improvement, training, and scheduling.
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