WFOWe are again seeing strong momentum for Genesys in the market this week. This time, it’s in the Workforce Optimization (WFO) space. Gartner just released its 2013 Magic Quadrant for Contact Center Workforce Optimization and Genesys has moved up significantly – see the press release.  In fact, following a year of innovation and acquisition, we are more strongly positioned in WFO than ever before!

Every year, Gartner analyzes and rates Contact Center Workforce Optimization vendors and positions them based on their ‘completeness of vision’ and ‘ability to execute’.  We made our first appearance in the Gartner’s Magic Quadrant for Contact Center Workforce Optimization last year, and this year we moved up to the “Challenger” quadrant. To read the complete Gartner report, click here.

Why Genesys for WFO

We are changing the game in the WFO market for a few simple, yet powerful reasons:

  1. We have added the market-leading speech and text analytics solution from Utopy to our WFO suite, enabling companies to analyze ALL customer interactions over ALL channels to greatly improve the performance of agents and the overall customer experience.
  2. We have fully automated and integrated the monitoring, training, scheduling, and work assignment processes for front and back office employees, improving skills and delivering the right resource at the right time to increase productivity.
  3. We are delivering actionable insights and closed loop processes for upsell or cross sell opportunities or to remediate bad interactions with the appropriate follow-up.
  4. Our WFO suite is tightly integrated with the industry-leading Genesys Customer Experience Platform anchored by best-in-class customer routing of interactions and work items across channels, and across the enterprise.

What’s next in WFO?

The next frontier for customer service organizations is to optimize customer experience across all communication channels in the front office, while tightly integrating the management and completion of work items in the back office.  In order to do this, an integrated WFO solution driven by speech and text analytics with high accuracy is a key requirement. It is no longer sufficient to sample the customer experience and employee performance based on a limited set customer interactions, especially when regulatory compliance is part of the equation. Companies need to look at all customer interactions to get the best results.

Equally important is the ability to analyze the efficiency and the ability to complete customer work with the back office workforce. Genesys Workforce Optimization offers specific algorithms for forecasting work in the back office or anywhere in the enterprise.  Only when a WFO solution is capable of analyzing all interactions combined with the ability to automatically trigger workflows can the full potential of your workforce can be utilized. Learn more about Genesys WFO here.

In other news, this week we also announced the acquisition of Brazil’s Voran Technologia. A leader in cloud-based WFO and quality monitoring as a service, the addition of Voran strengthens the Genesys presence in Brazil and complements the current Genesys Prime cloud offering, which enables companies to deliver persona-based branded customer interactions over voice, SMS, email, and mobile to improve customer experience and loyalty. Read the full press release here.

Paul Segre

Paul Segre

Paul Segre is the chief executive officer at Genesys. Since taking on this position in 2007, he has led the company to consistent yearly double-digit growth and revenues of approximately $900 million. Paul joined Genesys in 2002 as chief technology...