Hi Ric,
Thinking longer term, Genesys Cloud is starting a large effort to add work item routing to Genesys Cloud and this could potentially be used for branch offices. We plan to offer WFM support (forecasting and scheduling) when it is released. This would be more of a long term solution but I wanted to mention that this is something we are actively working on now both on the platform and algorithm/WFM side.
Thanks,
Chris
Genesys - Employees
WFM
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Christopher Johnson
Genesys - Employees
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Original Message:
Sent: 08-11-2021 12:26
From: Matt Lawson
Subject: AMA - Retail Branch Work
Hey WFM Panel,
We had @Ricardo Gillego email with two questions, and I wanted to get the conversations started:
1) I just wanted to post some of my burning questions early on. We are exploring a Distributed model (Enterprise WFM), I would like to know if PureCloud is capable to integrate Retail/Branch stores and in what ways we could explore it? Our Purecloud is just configured for the Contact Centre with focus on Inbound/Callbacks and Outbound. Would like to get some ideas where to start.
2) Another potential follow-up which the community could ask that we don't aspire a full integration of retail system (the ones being used for over the counter transactions) to be fully integrated where you won't have the same technology as voice where you can see the customer journey before it's being being up by an agent. We are just exploring some sort of importing the data to assist in forecasting demand, scheduling and a little bit of insight. If I go with this path, what's the best "media type" to use given all I can see is either "Voice, Chat, Outbound". Hope this makes sense.
Cheers!
Matt
#Genesys Cloud
#AskMeAnything(AMA)
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Matt Lawson
Genesys - Employees
Online Community Manager
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