AI-driven workforce engagement management

Elevate your employee experience strategy

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Harness the power of your people

The success of your customer experience (CX) strategy depends on your team. Unlock their value with workforce engagement management (WEM) capabilities that align personal and business goals, keep your teams engaged, and equip managers with data-driven insights for continuous optimisation. Genesys Workforce Engagement Management natively integrates with your Contact Centre as a Service (CCaaS) solution to simplify operations, boost performance and empower your team to deliver extraordinary results for your business and exceptional experiences for your customers.

Improve employee retention

Employee turnover is costly, but it’s not inevitable. With personalised skill development, real-time support and WEM tools that empower your team, you can keep them engaged, growing and committed to your brand.

Increase performance, not workload

Drive efficiency and performance without adding to employees’ workload or mental strain. Built-in artificial intelligence (AI) accelerators ensure you meet KPIs to optimise business results — without overburdening your CX team.

Reduce costs and achieve service goals

Balance staffing demands and service level requirements with employee workload and capacity — while keeping costs down. AI-powered planning ensures accurate staffing when and where you need it and delivers the flexibility to scale when demands change.

Report: Generational dynamics and the experience economy

New research reveals changes driving customer and employee expectations

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Unlock the potential of your CX talent

Engage and empower your entire contact centre team with a full suite of AI-powered WEM capabilities fully integrated with your CCaaS solution. Increase employee engagement and productivity, boost the efficiency of your CX operations and improve business results through better customer experiences.

Employee performance

Improve performance and reduce employee turnover with personalised training. Use AI to pinpoint each agent’s specific knowledge and skill gaps. Gamification motivates agents with real-time metrics and personalised goals.

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Resource management

Streamline resource management with a single comprehensive tool. Create data-driven resource plans and implement them with AI-powered automation, increasing employee occupancy while reducing overtime and administration costs.

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Quality assurance and compliance

Use interaction data to improve performance and quality metrics like first-call resolution. Record every interaction across channels without losing data. AI delivers VoC insights and identifies patterns of performance so you can identify root causes while staying in compliance.

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Speech and text analytics

Automatically analyse 100% of your customer-agent conversations with sentiment analysis, agent empathy analysis and topic trends. Better understand customers and employees to improve conversion rates and reduce handle time and interaction volume.

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Analytics and reporting

From a central hub, aggregate real-time data to monitor the health and efficiency of your contact centre. Easily customise your view with data from interactions, agent performance and journey insights for continuous optimisation.

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Agent Copilot

Provide customer service agents with real-time AI assistance to improve both efficiency and quality of customer interactions. Automate manual tasks, surface context and intent to guide interactions and help agents focus on what matters.

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Build a better business for your employees, customers and bottom line

Get beyond workforce optimisation (WFO) with a natively integrated WEM solution that improves the employee experience, boosts customer satisfaction and accelerates your team’s performance toward exceeding business goals. Get everything you need to maximise your employees’ impact on your business — connected and integrated with your contact centre.

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Accelerate the impact of your entire contact centre workforce with AI

Help your CX talent focus on what matters most, your customers. A unified smart workspace makes it easy for agents to handle interactions, manage performance and engage training opportunities all in the same place. No more screen switching. Built-in AI accelerators reduce time spent on manual tasks and alleviate mental strain with smart automated processes.

Planners benefit from AI-powered forecasting that enables accurate planning and better schedule management. Real-time reporting equips managers with day-to-day performance data and trend analytics to continuously optimise your contact centre from a single location.

Your whole CX team is supported and empowered to focus on your customers and add value to your business.

Create a high-performance culture your employees will embrace

Keep your workforce engaged and reaching for high performance standards with a human-centric approach to workforce performance management and planning. Use AI-powered speech and text analytics with sentiment analysis and agent empathy analysis to identify performance patterns. Then, zero in on each agent’s development needs with targeted coaching.

Gamification tools leverage game mechanics to motivate employees and help them align personal goals with business outcomes. Personalised performance dashboards with real-time metrics and customised targets keep your team focused on monitoring and improving their performance.

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Simplify management for improved agility and resilience

A single, unified platform for customer engagement and workforce management streamlines deployment and administration and simplifies management of your CX operation. Manage your entire contact centre from a central hub, no matter where your CX teams are located globally. Get full visibility into key contact centre metrics, agent performance and customer experience across channels in real time.

Customise the flexible analytics workspace to examine interactions, agent performance and customer journeys for a full view of your operation, saving time and effort.

Reduce risk, ensure compliance and protect your business

Security, data protection and regulatory compliance don’t have to slow down your CX strategy. With a comprehensive set of compliance certifications and attestations, you can confidently navigate the complex global regulatory environment.

Automatic recording of every interaction on every channel ensures you can meet the highest levels of quality and compliance. AI-powered analytics mine this rich trove of data to identify compliance issues, spot performance trends and pinpoint agent behaviors and knowledge gaps that affect CX. Topic spotting and sentiment analysis deliver Voice of the Customer (VoC) insights to improve performance, remove bias from evaluations and augment quality processes that scale as needed.

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Gain efficiencies across people and processes

Genesys Workforce Engagement Management combines three key areas of workforce engagement into a single platform. Manage resources, quality and performance across channels and teams — no matter where they are. Simplify the employee experience, support your teams and increase their positive impact on your CX strategy.

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All-in-one, easy to use and powered by AI

Genesys Workforce Engagement Management makes it easy to elevate your employee experience, accelerate your team’s impact and realise exceptional value.

One platform to simplify operations

A unified platform with natively integrated CCaaS and WEM capabilities simplifies deployment and administration. And the modern cloud architecture allows for constant updates without downtime. With turnkey, out-of-the-box AI capabilities, you can drive efficiency and reduce administration costs.

Single supervisor interface

Make it easy to manage the entire contact centre — no matter where your teams are located. With real-time and post-interaction insights, spot trends, pinpoint areas for improvement and optimise your resources for efficiency. Oversee interactions and manage performance, learning and career progression — all in one workspace.

Expedited quality management

Save time and effort with AI-powered evaluation of every interaction that improves focus on the critical elements that drive performance. Identify knowledge gaps or areas for improvement, find the best time for a personalised coaching session and schedule it all from the same screen. Scale up your view for trend insights to improve the customer journey.

See what our customers have to say

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“Our agents are able to focus on higher pay-off activities, such as visiting customers, receiving training and running outbound campaigns — one of which generated $2 million in sales. Collectively, those gains contributed to 32 percent revenue growth over 24 months, while sustaining sales margins and customer experience.”

— Lauren Forte, Director of Inside Sales, Graphic Solutions Group

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“Since the implementation, agent feedback has been very positive around the omnichannel experience we now offer. Together with the new Smart Agent Assist capability, the team is able to be more customer-centric in handling inquiries coming our way.”

— Justin Yu, Head of Planning and Business Improvement, Customer Care, Cathay Pacific

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Start improving your employees’ journey

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Nurture and equip your entire CX team

WEM is about more than improving productivity. It’s about building a better business.

That starts with attracting, nurturing and retaining top CX talent — from agents to supervisors, planners and administrators. Genesys Workforce Engagement Management can help you create a high-performance culture for your entire CX team that improves contact center productivity, elevates customer service and creates a long-term business advantage.

Schedule a demo to see how Genesys can help your business.

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Frequently asked questions

What is workforce engagement management?

Workforce engagement management (WEM) involves strategies and tools to maximise the engagement, performance and satisfaction of employees. In the context of a call centre, this could involve scheduling and workforce optimisation tools, performance management systems, learning and development programs, and tools to enhance communication and collaboration.

What is WEM software?

Workforce Engagement Management (WEM) software is a tool that helps manage and improve employee engagement and productivity. It may include features for workforce optimisation, quality management, performance management, learning management and employee feedback. It helps organisations understand their employees’ needs and motivations, enhance their experiences, and drive their performance.

How do you engage your workforce?

Engaging your workforce can involve various strategies. These can include providing clear communication, offering training and development opportunities, recognising and rewarding good performance, fostering a positive work environment, providing meaningful work, and promoting work-life balance. Regular feedback and open dialogue can also help to address issues and improve engagement.

Which tools or software can help me to engage my workforce?

Various tools and software can help engage your workforce. These might include collaboration tools like Slack or Microsoft Teams, learning management systems like Talentsoft or Docebo, employee feedback tools like SurveyMonkey or TINYpulse, and performance management tools like Betterworks or 15Five. Comprehensive platforms like Workforce Engagement Management (WEM) software can also be valuable.

Are there any drawbacks to using a workforce engagement management software?

Potential drawbacks to using workforce engagement management software could include the cost of the software, the time and effort required to implement and learn the system, and potential resistance from employees. However, these challenges can often be managed through careful selection, proper training and ongoing support.