Genesys Earns Accolades from Frost & Sullivan for its Unique Approach to the Capture and Completion of Customer Service Requests

Genesys Enterprise Workload Management™ solution delivers the necessary intelligence and automation required to optimize task routing and resource scheduling across the business

Jul 09, 2013, 10:21 ET from Frost & Sullivan

MOUNTAIN VIEW, Calif., July 9, 2013 /PRNewswire/ -- Based on its recent analysis of the workload management market, Frost & Sullivan recognizes Genesys with the 2013 Global Frost & Sullivan Award for Technology Innovation in Workload Management. Businesses of every type are realizing that they need to consider options beyond contact centers to integrate the front and back-office environments and work distribution associated with customer service processes. The Genesys Enterprise Workload Management™ solution augments existing customer relationship management (CRM), business process management (BPM) and workforce management (WFM) tools to create a unified approach for meeting the business needs of work task assignment and fulfillment.

The Genesys Workload Management solution can help manage and prioritize employee tasks that align with the customer lifecycle. Some of these tasks include marketing effectiveness, service efficiency, and fulfillment, in addition to scheduling and assignment of sales opportunities. The seamless integration of these tasks can reduce customer churn and increase the number of up-sell and cross-sell opportunities.

Frost & Sullivan analysis found that the Genesys solution is able to capture and correlate work from multiple channels on a single platform. The tasks are then analyzed and assigned based on business and customer priorities, employee skills, and resource availability. The queue of tasks is continually evaluated for priority and scheduling, while simultaneously ensuring that service level agreements (SLAs) are met.

"Genesys has the ability to assign tasks to workers based on skills, availability and priority, rather than requiring them to select tasks from individual queues," said Karl Whitelock, Stratecast | Frost & Sullivan global director OSS BSS competitive strategies. "Allotting work rather than distributing tasks to multiple, independent work queues improves productivity, reduces errors and increases the likelihood for on-time delivery of services."

The Genesys solution is being deployed across industries. Some of its areas of application include electric, water and gas utilities; insurance companies; and other service, financial, or retail businesses. It gathers operational and performance metrics from processes and workers. Every metric requires multiple data inputs from diverse sources, which are then consolidated and managed by the system.

Frost & Sullivan also observed that the Genesys solution offers value that cannot be provided by existing CRM and BPM systems, which only monitor tasks as they move from person to person or system to system. These systems do not take into account the dynamic nature of employee presence. Monitoring and analyzing the availability of personnel, skills, schedule, and work in progress, combined with business metrics and customer SLAs, enables Genesys to optimize the use of resources for delivery of a better customer experience.

"With Genesys Enterprise Workload Management, customer service is improved, and requests are handled faster and more accurately than with many other solutions. Such action can improve the customer experience, while at the same time, the business benefits with increased productivity and reduced operating costs," noted Whitelock. "The ability to capture, track and quickly route valuable leads from sources such as the Web to the most appropriate internal resource is invaluable for increasing sales conversions and customer acquisition."

Any business engaged in customer service can benefit from better management of the workload, not just the workflow. The volume and complexity of incoming requests, combined with the variety of contact channels, including call center, online, messaging, chat, and social media, create an environment where a centralized function is required to capture, analyze, prioritize, and assign work across the business, all based on competence and presence.

Each year, Frost & Sullivan presents this award to the company that has demonstrated uniqueness in developing a technology that significantly impacts both the functionality and the customer value of new products and applications. The award lauds the relevance of the innovation to the industry.

Frost & Sullivan Best Practices Awards recognize companies in a variety of regional and global markets for demonstrating outstanding achievement and superior performance in areas such as leadership, technological innovation, customer service and strategic product development. Industry analysts compare market participants and measure performance through in-depth interviews, analysis and extensive secondary research to identify best practices in the industry.

About Genesys

Genesys is a leading provider of customer engagement and contact center solutions. With more than 3,000 customers in 80 countries, Genesys orchestrates more than 100 million customer interactions every day across the contact center and back office, helping companies deliver fast and optimal levels of customer service with a highly personalized cross-channel customer experience. Genesys also prioritizes the flow of work to back office personnel resulting from any customer interaction, internal workflow or business application, optimizing the performance and satisfaction of customer-facing employees across the enterprise.

About Frost & Sullivan

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Mireya Espinoza
P: 210. 247.3870
F: 210.348.1003

Genesys Contact:

Dominic Weeks
SHIFT Communications
P: 617.779.1818


SOURCE Frost & Sullivan