Overview and Benefits

 

 

Overview

Business Process Management, front- and back-office organizations can be confident that they’re effectively forecasting staffing needs, managing employee schedules, and tracking workforce performance and results. Access to both real-time adherence and historical data and employee skills information across all channels, ensures the most accurate staff planning possible. Our workforce management software enables call centers of all types to forecast staffing needs, schedule their representatives’ time, and effectively manage ongoing needs. This translates to higher levels of satisfaction within your department and a call center that provides a more positive customer experience for all.

Like every other call center, you have agents with a wide range of skill sets. You may have one center in one facility or one hundred all over the globe. We deliver advanced, customizable workforce management functionality that addresses every challenge and takes advantage of every opportunity so you can better serve your customers.

Based on your forecasting and scheduling approach and the size and scope of your operation, Workforce Management suite can be tailored to your specific needs. Always maintain a high level of customer service by easily managing the day’s events and being able to quickly respond to new conditions.

 

Benifits

Our customers are achieving quantifiable benefits using Our Workforce Management, including:

  • Staffing cost is reduced.

  • Reduction in employee absenteeism.

  • Gaining of employee efficiency.

  • Gaining Supervisor and team leader productivity.

Business Process Management  capabilities:

  • Advanced algorithms for forecasting. Forecasts are based on actual trends across all channels (Voice, Email, Chat, SMS, Social Media) and work items calculated on both immediate and deferred activities.

  • Integration with routing, taking advantage of a powerful Genesys routing engine ensures individuals receive only the interactions or work items they can and/or should handle.

  • Profile scheduling of available skills. Allowing for an unlimited numbers of hypothetical skill combinations, working rules, and skill prioritization – without affecting any current configuration or schedule data, profiles ensure that the right skills are always available.

  • Automation and optimization. Provides automated multi-site/multi-skill forecasting and intraday schedule re-optimization.

Reporting. Exception reporting tracks time utilization.

We address your requirement we know each of your customer is unique. You need a feature set that addresses all types of potential customer needs. Our service makes a positive change in your customer service operation. Whether your company is large or small our work force management provides a tremendous service you require and make everything easier.

SIP SERVERS

SIP creates a single virtual resource pool in the contact center, back office, and remote locations to meet this need. It enables the use of customer service applications such as presence, IM, voice, and video to provide broad levels of customer service. With Genesys SIP Software, you can extend the contact center across the enterprise to access the best talent 24/7 and reduce customer frustration.

Advantages of SIP:

  • Simplifies your SIP contact center infrastructure and provides significant cost savings without compromising customer satisfaction

  • Call center Virtualization allows you to fully utilize customer care professionals and experts in branch locations or remote offices, and easily adjust staff as workload fluctuates

  • Leverages multiple communication channels, including voice, video, IM/UC chat, and flash

  • Permits migration to an IP-based environment without ripping, replacing, or interrupting current service operations

  • Enables a zero-footprint home agent operation

  • Supports a virtually centralized multi-site environment and multi-sourcing operations

  • Saves costs by eliminating legacy hardware based ACDs and PBX in the contact center

  • Supports open carrier IMS architecture and facilitates managed and hosted customer services from the cloud

  • Frees you from “vendor lock-in,” allowing you to choose the hardware and software that fit your business needs now and as they evolve

  • Protects operation continuity with 99.999% (5-9s) availability and automatic disaster recovery

  • Offers best-in-class and cost-effective options on SIP applications and devices through comprehensive SIP ecosystem with certified SIP interoperability

  • SIP Software works with the Customer Interaction Management Platform (CIM) to provide open, flexible, and cost-effective customer service operations through any SIP-enabled IP infrastructure.

SIP Features:

  • Provides complete call handling, including call routing, queuing, third-party call control, transferring, conferencing, and agent state tracking, to improve customer interaction management.

  • Features dial plan support to enhance enterprise-wide communications and collaborations for effective customer service.

  • Minimize capital expenditures with the deployment of industry-standard, off-the-shelf IP endpoints and SIP Trunking, such as SIP soft phone, SIP hard phone, or analog phone with a VoIP gateway.

  • Supplies supervisory tools, including silent monitoring, whisper coaching, and supervisor intrusion.

  • Allows all contact center system configurations and management to be delivered from a single point of control anywhere on the network.

  • Presents a low-cost, easy option for dynamically adding agents with a zero-footprint desktop.

  • Supports media on hold, video parking, and push instructional video titles for common problems.

  • Improves operational security with Transport Layer Security (TLS) encryption support.

  • Ensures business continuity with automatic disaster recovery.

  • Offers the ability to begin with a few contact center agents and scale to 30,000+ SIP agents with the Genesys Customer Interaction Management Platform.

  • Facilitates uninterrupted service levels with emergency default routing, backup and recovery of established sessions, and hot standby.

  • Provides optional individual and group voicemail.

  • Supports E911 emergency interconnection.