Take the Genesys Cloud self-guided tour and see how agents and supervisors can benefit from built in WEM.
To deliver exceptional customer experiences, employees need to be equipped with the right knowledge, skills and tools. The Genesys Cloud™ platform brings your customer experience and employee engagement technologies together.
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Simplify and personalise employee experiences. Give them one platform for customer experience (CX), training, recognition and more. Enhance engagement across their entire development journey.
Ensure you have the right support in place when demand spikes. Use artificial intelligence (AI) to create accurate, flexible schedules in minutes. Let your business leaders focus on what matters.
Record every interaction across channels without losing data — ever. Access valuable Voice of the Customer (VOC) insights, including trends, training opportunities and global compliance.
Gain valuable insights with native speech and text analytics. Use transcription, sentiment analysis and topic spotting to identify key events. Use these insights to improve interactions in real time.
Genesys Workforce Engagement has enabled us to realign shift patterns to match customer demand and allow staff to view rosters and schedules on their own mobile devices. We hear a lot about the challenges of finding and retaining talented people wanting to work remotely. Now, with Genesys Cloud we can offer them that modern flexible workplace.
— Emma Noble-Beasley, General Manager, Contact Centre, Kiwibank
Agents love seeing the sentiments from their calls. All I’ve had is really positive feedback from the agents, from the team managers, from workforce management.
— Rebecca Martin, Head of Customer Experience and Sales Support, Humm Group
Genesys has allowed for much better monitoring and coaching of individual agents. Previously, team leaders analyzed and provided feedback on an agent’s performance at the end of the week. With the new platform, there is instantaneous feedback and more granular data on trends. Countdown has seen an increase in team engagement and lower team turnover since the migration.
— Steve James, Head of Technology, Countdown New Zealand
Use one common platform for all your workforce engagement management initiatives. See how easy it is to empower your teams to deliver exceptional customer support by equipping them with all the tools and data they need in a single user interface.
