Based on its recent analysis of the workload management market, Frost & Sullivan recognises Genesys with the 2013 Global Frost & Sullivan Award for Technology Innovation in Workload Management.

Businesses of every type are realising that they need to consider options beyond contact centres 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 fulfilment.

The Genesys Workload Management solution can help manage and prioritise employee tasks that align with the customer lifecycle. Some of these tasks include marketing effectiveness, service efficiency, and fulfilment, 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 analysed 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 Whitlock, 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 analysing the availability of personnel, skills, schedule, and work in progress, combined with business metrics and customer SLAs, enables Genesys to optimise 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,” notes Whitlock.

“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 centre, online, messaging, chat, and social media, create an environment where a centralised function is required to capture, analyse, prioritise, 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.

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