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Genesys Employee Engagement
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Review

Genesys Employee Engagement

Overview
Synopsis

Genesys Employee Engagement has a single omnichannel desktop and workforce management capabilities which lets users invest in the users’ employees to deliver a better customer experience.

Category

Workforce Optimization Software

Features

• Correlate business performance with the employee skills, knowledge and attributes that deliver optimal business outcomes.
• Video conferencing, group chat rooms and conference calling gets everyone communicating and on the same page
• Guide employees during customer interactions to improve service quality, ensure compliance and meet targeted business goals.
• Accurately forecast and schedule your agents across all communication channels and departments
• Schedules, forecasts and reports can be created for all channels, to better manage service levels, generate more insightful agent scorecards and improve training and coaching sessions

License

Proprietary

Price

• Contact for Pricing

Pricing

Subscription

Free Trial

Available

Users Size

Small (<50 employees), Medium (50 to 1000 employees), Enterprise (>1001 employees)

Company

Genesys Employee Engagement

What is best?

• Correlate business performance with the employee skills, knowledge and attributes that deliver optimal business outcomes.
• Video conferencing, group chat rooms and conference calling gets everyone communicating and on the same page
• Guide employees during customer interactions to improve service quality, ensure compliance and meet targeted business goals.
• Accurately forecast and schedule your agents across all communication channels and departments

What are the benefits?

• Lower operational costs and empower employees with automated quality management.
• Get real-time insights into the complete customer journey.
• Transform once-fragmented information into valuable insights.
• Unite your workforce and save time while doing it
• Reveals each employee’s performance gaps—it tells you how to fill them

PAT Rating™ ( Beta)
Editor Rating
Aggregated User Rating
Ease of use
7.6
8.4
Features & Functionality
7.6
8.0
Advanced Features
7.6
8.7
Integration
7.6
8.0
Performance
7.6
Customer Support
7.6
8.0
Implementation
8.0
Renew & Recommend
Bottom Line

Genesys Employee Engagement which focuses on the investment on the users’ employees includes a Workforce Optimization, an Omnichannel Desktop, Collaboration and Genesys Performance DNA.

7.6
Editor Rating
8.2
Aggregated User Rating
1 rating
You have rated this

Genesys Employee Engagement has a single omnichannel desktop and workforce management capabilities which lets users invest in the users’ employees to deliver a better customer experience. Genesys Employee Engagement includes a Workforce Optimization, an Omnichannel Desktop, Collaboration and Genesys Performance DNA. Genesys Employee Engagement offers a single omnichannel desktop where agents can manage channel interactions and work item queues with supporting context and knowledge through integration with CRM and other applications or knowledge bases. Genesys Employee Engagement enables schedules, forecasts and reports to be created for all channels so that users can better manage service levels, generate more insightful agent scorecards and improve training and coaching sessions. Genesys Employee Engagement also makes it possible for users to automatically balance workloads with resources to continuously sustain service level commitments and improve agent utilization, as well as first contact resolutions. Genesys Employee Engagement’s Workforce optimization lets users fully understand every interaction to improve productivity, lower operational costs and empower employees with automated quality management. Genesys Employee Engagement’s Workforce optimization also lets users record or capture every interaction and agent desktop to manage the quality of the users’ workforce and to meet regulatory compliance. Genesys Employee Engagement’s Interaction Analytics automatically detects specific agent training requirements, compliance breaches or customer satisfaction issues with real-time text and speech analytics. Genesys Employee Engagement also lets users guide employees during customer interactions to improve service quality, ensure compliance and meet targeted business goals. Genesys Employee Engagement optimizes front- and back-office workforce efficiency using business rules that analyze priorities and context to deliver the right work items to the right experts at the right time.

Genesys Employee Engagement

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1 Reviews
  • Alexander
    December 10, 2017 at 10:15 am

    Identify problem areas, mentor your workforce, and enhance your level of customer service with post-interaction customer feedback and surveys.

    Company size

    Medium (50 to 1000)

    User Role

    Consultant

    User Industry

    Computer

    Rating
    Ease of use8.4

    Genesys helps you to fully understand every interaction to improve productivity, lower operational costs and empower employees with automated quality management.

    Features & Functionality8

    Advanced Features8.7

    Integration8

    Customer Support8

    Implementation8

    ADDITIONAL INFORMATION
    Genesys enables you to accurately forecast and schedule agents across all communication channels and departments to ensure a great customer experience is always available. Genesys enables you to capture every interaction and agent desktop to manage the quality of your workforce and to meet regulatory compliance.

Ease of use
Features & Functionality
Advanced Features
Integration
Performance
Customer Support
Implementation
Renew & Recommend

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