Genesys Cloud Workforce Engagement Management
Engage and empower your contact center employees – for more meaningful connections with customers.
Learn more about WEM
Resource
management
Quality assurance and compliance
Employee performance
AI-powered
WFM → WFO → WEM
Workforce engagement management (WEM) goes beyond traditional workforce management or workforce optimization.
WEM is about more than improving productivity. It’s about building a better business. It focuses on the human side of your call center to improve employee engagement, performance and results.
Continue →
1/2
Everything you need in a single cloud solution
Genesys Cloud Workforce Engagement Management was built right into our all-in-one contact center solution — providing full visibility into your operations and performance across all communication channels. And our modern cloud architecture allows for constant updates, so you always have the latest innovations. Go ahead. Start exploring.
2/2
← Back
Quality assurance and compliance
Improve customer and employee experiences with great quality assurance tools. Start by getting deeper insights into interactions. Use them to improve your operational efficiency, meet customer expectations and more.
Interaction recording
Learn from each interaction with automated tracking across all channels: voice, chat, email and messaging.
Quality management
Easily spot key insights and schedule coaching sessions using automated quality assurance processes.
Speech and text analytics
Find patterns in what customer and employees are saying with transcription and sentiment analysis.
Voice of the customer and employee
Bring customer feedback to employees with web-based voice of the customer survey support for all interaction types.
Screen recording
See a full view of employee activity to stay compliant.
See the benefits >
→
→
→
→
→
Resource management
Assign the right employee, with the right skills, to the right job — at the right time. AI-powered resource management provides flexible and accurate forecasting and scheduling.
Workforce planning
→
Optimize scheduling to boost coverage and efficiency across all channels.
Business unit and planning groups
Ensure planning and flexibility across all parts of your business — easily forecast and schedule workloads.
>
Forecasting
Create a forecast and schedule weeks to years in advance. Adapt in a moment with AI and machine learning.
→
Scheduling
Steamline scheduling with automatic shift allocation and flexible work rules.
→
Capacity and budget modeling
Use historical data to predict costs, revenue and profits. Automate complex decisions for better performance.
→
See the benefits >
Employee mobility tools
Give your agents the tools to work from anywhere — including their phones.
→
Employee performance
Great customer experience starts with engaged employees. Identify the skills your teams need to reach your goals and nurture those skills through coaching, development and motivation.
Effective coaching
→
Coach and develop the right behaviors with video-enabled training, linked to interactions.
Learning and training
Build and assign learning modules based on data to train and inform agents and other employees.
→
Gamification
Gamify your KPIs to influence behavior and build intrinsic motivation.
→
Rewards and recognition
Motivate employees beyond performance with scorecards and dashboards.
→
Big-picture impact
Engage employees in the big picture. View skills, knowledge and behaviors to see what it takes to boost performance.
→
Employee development
Empower each employee’s development journey, from onboarding to superstar.
→
See the benefits >
Give employees the tools and motivation to drive performance
< Back
Lighten the load
Empower managers and lighten the workload for planners with automated forecasting, scheduling and coaching appointments. Supervisors and quality admins can instantly schedule training and feedback sessions.
Develop your team
Create a culture of continuous learning. Increase speed to competency for new hires and develop your employees with current and relevant skills so they can deal with changing business priorities.
Make work fun
Give agents an immersive game-like experience to manage their own performance. Gamify contact center KPIs to use employees’ natural desire for competition, collaboration, achievement and recognition.
Forecast and schedule with ease
< Back
AI-powered forecasting
Take advantage of more than 25 machine learning-trained models and automated “best selection” method workflows. With a single click, you can clean up data, identify patterns and outliers, select algorithms, and get forecasts.
Optimized schedules
Our proprietary process for scheduling is based on mathematical modeling and optimization, linear programming, discrete event simulation, and heuristics. The result: a realistic, minimal set of agents needed, based on the load agents could handle.
Simplified operations
Forecasting interactions and scheduling agents in multichannel contact centers is made simple. Meet fluctuating demands with accurate forecasts that optimize work performance to help you achieve your company’s operational goals.
Track more interactions with less effort
< Back
Automation everywhere
Say goodbye to traditional evaluation techniques that rely on manually searching, selecting and assigning evaluations. Manage recordings and coordinate calibrations with quality policies that scale.
Evaluation scoring
Get more accurate and consistent agent evaluations. It’s easy to understand and implement a more balanced scoring model using features within the evaluation form — and add coaching comments, too.
360-degree views
Supervisors and quality evaluators can access interaction recordings, perform quality evaluations, schedule coaching, and assign learning and assessment items from a single location for all channels.
Quality assurance and compliance
Resource
management
Employee performance
→
Quality assurance and compliance
← Back
← Back
← Back