Back Office Automation
In many industries, an increasing number of employees who manage customer-related tasks now work outside of the contact centre. Because customer service relies on all resources within the contact centre and outside it, all employees responsible for customer service delivery must work efficiently and cost-effectively. The problem is employees in these increasingly decentralised, customer-impacting roles outside the contact centre face unique challenges when managing human-related tasks that typically reside in the back office.
These challenges in the back office include:
- Under-utilisation of all staff resources - which adds significantly to operating expenses
- Backlog of work - that can be days or weeks old, leading to customer frustration
- Proliferation of customer-facing channels and systems to manage
- Lack of visibility into operational performance
Intelligent Workload Distribution
ProtoCall One solves these challenges for an organisation using the
Genesys Intelligent Workload Distribution (iWD) to dynamically prioritise the distribution of work tasks to the people best suited to handle them. This includes the allocation of tasks based on their business value to a consolidated pool of available resources across the entire organisation ― front office, back office, home, remote, branch, offshore, or outsourced.
To be effective, you needs a solution that integrates resources, contact centre capabilities, and internal business processes - and delivers business benefits quickly for a compelling return on investment.
Genesys iWD works in concert with existing enterprise software applications such as ERP, BPM, and CRM, as well as home grown legacy systems, to create a single, global task list, which is sorted based on business value. Only with a global task list can the enterprise ensure the right resources, regardless of location, are proactively receiving the most critical or highest value tasks, regardless of media-type or system, at the right time and right location.
Unified Communications
The
Genesys UC Connect solution facilitates the integration of the Genesys suite and unified communications (UC) platforms, allowing the expansion of the labor pool beyond the physical contact centre, and enabling branch and back-office employees, expert agents, and other workers across the enterprise to play a vital role in the customer service operation.
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