Genesys, a leading provider of customer experience and contact center solutions, today announced that Gartner named Genesys a challenger in the 2013 Gartner “Magic Quadrant for Contact Center Workforce Optimization.”1 With this announcement Genesys moves from a “Niche Player” to a “Challenger,” based on the evaluation of existing Genesys WFO installations and integrated WFO portfolio with expanded capabilities. The Genesys Workforce Optimization (WFO) solution expanded its capabilities with the addition of a market leading speech and text analytics solution that helps organizations improve their customer experience and contact center performance by analyzing customer interactions over multiple channels including phone, email, chat and social media. Additional enhancements were made across the WFO solution to fully automate and integrate the monitoring, training, scheduling and work assignment to front and back office employees to improve the customer experience.
Leading industry analyst Gartner estimates that by year-end 2015, 30% of organizations with over 300 agents will adopt an integrated approach to Workforce Optimization, and will achieve the associated increases in operational efficiency and customer satisfaction. According to the Gartner report,“the era of buying stand-alone, best-of-breed, agent-centric technologies for core WFO functions (such as call recording and agent scheduling) is gradually coming to an end. The benefits of a WFO suite approach range from having a single-vendor contract and a lower TCO to removing integrations problems, and the incorporation of cross-functional workflow is driving adoption.”
These new WFO capabilities allow Genesys to dynamically assign customer interactions and work items to employees in order to meet service levels and schedule adherence. Additionally, the new capabilities improve employee-coaching decisions by enabling more timely and accurate employee assessments. As a result, the assessments can automatically and continuously trigger skill updates, training assignments, schedule updates, work assignments and various notifications.
“The innovation we bring to Workforce Optimization automates the highly manual WFO lifecycle by enabling companies to understand every single customer interaction and automatically make decisions in order to create a self-correcting continuous improvement cycle,” said Reed Henry, Chief Marketing Officer of Genesys. “Organizations of all sizes can now realize continuous workforce optimization to drive the highest possible efficiencies and lowest cost of operations, while simultaneously elevating customer experience to a new level.”
Recently, Genesys announced new capabilities for call recording, screen capture, and intuitive analytics as part of a comprehensive set of offerings that extend best-in-class customer experience solutions for companies of all sizes.
About the Gartner Magic Quadrant
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1 Gartner “Magic Quadrant for Contact Center Workforce Optimization” by Jim Davies, November 20, 2013
Genesys (genesyslab.com) is a leading provider of multi-channel customer experience and contact center solutions. With over 3,500 customers in 80 countries, Genesys orchestrates more than 100 million customer interactions every day across the contact center and back office. Genesys helps customers power optimal customer experiences that deliver consistent, seamless and personalized experiences across all touchpoints, channels and interactions.