Drilldown: SMART Meta

SMART Meta > Solution: Workforce Engagement

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Title:

Genesys Employee Schedule Preferences (4) · Genesys Quality Management (2) · Genesys Agent Assist with Google Contact Center AI (2) · Genesys Voice and Screen Recording (2) · Genesys Speech Analytics (2)

Other values: ; Employee Performance Genesys Advanced Text and Speech Analytics Genesys Agent Assist Genesys Agent Desktop Screen Recording Genesys Back-office Scheduling Genesys Compliance Certification Genesys Compliance Recording Genesys Employee Onboarding Genesys Forecasting and Scheduling Genesys Interaction Analytics Genesys Interaction Recording Genesys IVR Recording Genesys Messaging Text Analytics Genesys Omnichannel Workforce Scheduling Genesys Outsourcer Management Genesys Performance Management Genesys Post-Interaction Survey Genesys Proficiency Development Genesys Sales Playbooks Genesys Schedule-based Routing Genesys Selective Recording Genesys Shift Bidding Genesys Shrinkage Management Genesys Skills Assessment Genesys Skills Development and Assessment Genesys Skills Management Genesys Task-based Scheduling Genesys Text and Speech Analytics for Compliance Genesys Text and Speech Analytics for Customer Service Genesys Training and Activity Scheduling Genesys Voice Recording Genesys WFM Third-Party Integration Genesys Workforce Scheduling for Voice Quality Assurance and Compliance Resource Management

Subtitle:

Empower employees with self-administration of their schedule (4) · Improve employee performance with quality management (2) · Record voice and screen interactions (2) · Gain basic insight into voice interactions using speech analytics (2)

Other values: ; Achieve deeper operational insights with speech and text Analytics Achieve deeper operational insights with speech and text analytics improving agent and customer experiences while enforcing compliance and legal responsibilities. Agent Skills development, Performance management and Gamification Align employee skills and capability with operational performance Automate employee skills and capability assessment Automate onboarding for improved speed to competency Automate personal development plan for employees Automate skills assessment of employees, contractors and teams. Improve capability by training, coaching and certifications. Control the scheduling of the sequence of task agents work on Deliver selective recording of your agents based on metadata for review purposes Deploy enterprise wide certification programs and fulfill regulatory compliance Empower employees to influence their schedules Enable bi-directional Integration of WFM with 3rd party systems Enable schedule-based routing Enable your contact center to meet quality and/ or regulatory compliance requirement Enforce compliance and legal responsibilities with speech and text analytics Guide reps and automated actions with best practice sales playbooks. Identify and compare employee performance Improve operational effectiveness by better managing agent non-working time Improve quality of agent handling of interactions by deriving insights from interaction recording along with recorded desktop activity, quality evaluations, speech & text analytics and post-interaction survey. Manage skills and capabilities of outsourcer employees Manage training, coaching and offline activities scheduling across the workforce Mine call recordings for insights to improve agent and customer experiences Mine messaging conversations for insights to improve conversions & attribution. Monitor conversations between the customer and agent to surface contextually relevant knowledge and FAQs. Monitor customer and agent conversations to provide the agent with timely prompts and additional information Optimize employee utilization and operational effectiveness by forecasting and scheduling for all omnichannel interactions while empowering staff through various scheduling techniques and empower employees with self-administration of their schedule. Optimize employee utilization for all digital interactions Optimize employee utilization for voice interactions Optimize utilization for back-office and task-based workers Optimize workforce planning and scheduling across all channels. Automate forecasting, scheduling and improve employee engagement. Record Agent Desktop Screens Record all interactions to improve training, compliance and efficiency. Record the entire IVR interaction Record voice interactions stomer and agent conversations to provide the agent with timely prompts and additional information Web-Based survey for multi-channel interactions

SolutionCategory:

None (9) · Employee Engagement (36) · Sales (2)

Solution: (Click arrow to add another value)

Workforce Engagement · Digital · Inbound · Self-Service and Automation · Outbound · Sales · Open Platform · Marketing · Other · None

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