Contact center managers home
The following instructions are for contact center setup only. For other admin tasks, see Get started administering Genesys Cloud.
Learn about contact center management, from skills, queues, wrap-up codes, routing, canned responses, analytics, and agent assist.
Performance tools allow contact center managers and supervisors to monitor the interactions, agents, queues, and other aspects of their contact centers.
ACD (automatic call distribution) is the contact center art and science of getting the right call to the right person as quickly as possible. Genesys Cloud ACD dynamically matches customer interactions and agents, processing and assigning interactions to the appropriate agent.
Reach out to prospects and customers by running outbound dialing and digital campaigns that contact lists of people in accordance with programmable rules.
Provide agents in your organization with the tools and motivation to improve their performance with development and feedback training modules and gamification.
Quality management allows managers to record and evaluate agents and interactions to improve the contact center experience. Managers can also coach agents to improve agent performance.
Script designers create instructions, called scripts, to help agents process interactions.
Speech and text analytics enables you to gain insights into customer-agent conversations through sentiment analysis, and topic trends. These insights highlight areas of improvement, recognition, and concern to better understand and serve customers and employees. Speech and text analytics features provide automated speech and text analytics capabilities on 100% of interactions to provide deep insight into customer-agent conversations.
Customer surveys allow you to invite a customer to provide feedback about a previous interaction with your contact center. Create a customer survey form, set up a web survey invite flow or a voice survey flow. Configure a policy to send web surveys to customers, or configure an inbound call flow to transfer customers to the voice survey after the agent disconnects.
With its Workforce Engagement Management (WEM) offering, Genesys provides a comprehensive workforce optimization solution that simplifies the agent experience and helps organizations drive results and employee satisfaction with capabilities such as call recording, screen recording, quality management, performance management, speech and text analytics, and workforce management.
Workforce management provides organizations with the tools and capabilities to forecast demand and efficiently schedule employees while providing employee flexibility. AI-powered forecasting helps ensure accurate demand predictions across the organization and drives scalable, optimized schedules that align with business goals and labor requirements. In addition, employees have access to self-service tools such as time-off and shift trades, through both desktop and mobile, to allow for schedule flexibility and work-life balance. Finally, managers can monitor real-time adherence and track intraday changes, allowing the organization to adapt to fluctuating workloads and staffing needs.
