Drilldown: SMART Meta

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Employee Performance (1) · Genesys Advanced Text and Speech Analytics (1) · Genesys Agent Assist (1) · Genesys Agent Assist with Google Contact Center AI (2) · Genesys Back-office Scheduling (1) · Genesys Compliance Certification (1) · Genesys Compliance Recording (1) · Genesys Employee Onboarding (1) · Genesys Employee Schedule Preferences (4) · Genesys IVR Recording (1) · Genesys Omnichannel Workforce Scheduling (1) · Genesys Outsourcer Management (1) · Genesys Performance Management (1) · Genesys Proficiency Development (1) · Genesys Quality Management (1) · Genesys Schedule-based Routing (1) · Genesys Selective Recording (1) · Genesys Shift Bidding (1) · Genesys Shrinkage Management (1) · Genesys Skills Assessment (1) · Genesys Skills Management (1) · Genesys Speech Analytics (1) · Genesys Task-based Scheduling (1) · Genesys Text and Speech Analytics for Compliance (1) · Genesys Text and Speech Analytics for Customer Service (1) · Genesys Training and Activity Scheduling (1) · Genesys Voice and Screen Recording (1) · Genesys Voice Recording (1) · Genesys WFM Third-Party Integration (1) · Genesys Workforce Scheduling for Voice (1) · Quality Assurance and Compliance (1) · Resource Management (1)

Achieve deeper operational insights with speech and text Analytics (1) · Agent Skills development, Performance management and Gamification (1) · Align employee skills and capability with operational performance (1) · Automate employee skills and capability assessment (1) · Automate onboarding for improved speed to competency (1) · Automate personal development plan for employees (1) · Control the scheduling of the sequence of task agents work on (1) · Deliver selective recording of your agents based on metadata for review purposes (1) · Deploy enterprise wide certification programs and fulfill regulatory compliance (1) · Empower employees to influence their schedules (1) · Empower employees with self-administration of their schedule (4) · Enable bi-directional Integration of WFM with 3rd party systems (1) · Enable schedule-based routing (1) · Enable your contact center to meet quality and/ or regulatory compliance requirement (1) · Enforce compliance and legal responsibilities with speech and text analytics (1) · Gain basic insight into voice interactions using speech analytics (1) · Identify and compare employee performance (1) · Improve employee performance with quality management (1) · Improve operational effectiveness by better managing agent non-working time (1) · 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. (1) · Manage skills and capabilities of outsourcer employees (1) · Manage training, coaching and offline activities scheduling across the workforce (1) · Mine call recordings for insights to improve agent and customer experiences (1) · Monitor conversations between the customer and agent to surface contextually relevant knowledge and FAQs. (1) · Monitor customer and agent conversations to provide the agent with timely prompts and additional information (1) · Optimize employee utilization for all digital interactions (1) · Optimize employee utilization for voice interactions (1) · Optimize utilization for back-office and task-based workers (1) · Optimize workforce planning and scheduling across all channels. Automate forecasting, scheduling and improve employee engagement. (1) · Record the entire IVR interaction (1) · Record voice and screen interactions (1) · Record voice interactions (1) · stomer and agent conversations to provide the agent with timely prompts and additional information (1)

Customer Engagement · Employee Engagement · Sales · None · Business Optimization · Marketing · Other

Workforce Engagement (36)