Genesys Workload Management

4 / 5 1 review

Who Uses This Software?

Genesys provides customer experience management & contact center software for customer engagement to over 4,500 customers in 80 countries to orchestrate over 100 million digital and voice interactions


Average Ratings

1 Review
  • 4 / 5
    Overall
  • 3 / 5
    Ease of Use
  • 4 / 5
    Customer Service

Product Details

  • Deployment
    Cloud, SaaS, Web
    Installed - Mac
    Installed - Windows
  • Training
    Webinars
  • Support
    Business Hours

Vendor Details

  • Genesys
  • www.genesys.com/purecloud
  • Founded 1990
  • United States

About Genesys Workload Management

To increase customer retention, organizations need to focus on creating great customer experiences and omnichannel customer journeys within the call center. Genesys Enterprise Workload Management combines real-time state of call center agents and back office staff with skills-based routing to manage offline contact center tasks and back-office work items more efficiently.


Spotlight_media_placeholder

Genesys Workload Management Features

  • Business Rules Management
  • Collaboration
  • Data Mapping
  • Lifecycle Management
  • Process Analysis
  • Process Capture
  • Process Change Tracking
  • Process Mapping
  • Process Modeling & Design
  • Process Simulation

Genesys Workload Management Reviews Recently Reviewed!

Strong WFM managent solution- ties in nicely to other Genesys products

Sep 20, 2017
4/5
Overall
3 / 5
Ease of Use
4 / 5
Features & Functionality
4 / 5
Customer Support
4 / 5
Value for Money
Likelihood to Recommend: 6.0/10 Not
Likely
Extremely
Likely

Pros: The flexibility within the management of teams and the scheduling tools are really strong and are focused on a call center environment. Like the ability to link in agent assessments and skill sets into the routing.

Cons: During implementation there were some stability issues but these were resolved relatively quickly by the team.

Overall: Great tailoring to contact center environment- helped us to really understand our productivity and improved the efficiency of rotating and scheduling of call center staff