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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 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™
Editor Rating
Aggregated User Rating
Rate Here
Ease of use
7.6
8.7
Features & Functionality
7.7
8.5
Advanced Features
7.7
8.8
Integration
7.6
8.0
Performance
7.8
8.8
Customer Support
7.8
8.0
Implementation
8.0
Renew & Recommend
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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.
7.7
Editor Rating
8.4
Aggregated User Rating
2 ratings
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.
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.
Identify problem areas, mentor your workforce, and enhance your level of customer service with post-interaction customer feedback and surveys.
Medium (50 to 1000)
Consultant
Computer
Genesys helps you to fully understand every interaction to improve productivity, lower operational costs and empower employees with automated quality management.
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.