A place to ask questions, connect with others, and stay in the know
Scheduling in a call center can be tricky. You need to take into account forecast expected call volume to createschedules that match anticipated needs. But you also need to remain flexible for when unexpected events come up, such as sick days, time off and other such wrenches in your plan. Using AI and machine learning algorithms to develop work plans, contact center management can optimize plans with weekly and multi-week rules and constraints. And then improve accuracy and efficiency across the board by automating operational practices.
Every year, Genesys® delivers more than 70 billion remarkable customer experiences for organizations in over 100 countries. Through the power of the cloud and AI, our technology connects every customer moment across marketing, sales and service on any channel, while also improving employee experiences. Genesys pioneered Experience as a ServiceSM so organizations of any size can provide true personalization at scale, interact with empathy, and foster customer trust and loyalty. This is enabled by Genesys Cloud™, an all-in-one solution and the world's leading public cloud contact center platform, designed for rapid innovation, scalability and flexibility. Visit www.genesys.com.