Intelligent Workload Distribution allows organisations to optimise the use of resources across both front office and back office operations - avoiding backlogs that naturaly occur.
Watch the following video to understand how you can best manage your end to end workflow processes
Genesys intelligent Workload Distribution (iWD) integrates a contact centre’s resources, capabilities, and internal business processes to ensure the right resources proactively receive the highest value tasks at the right time, regardless of location or media type. It dynamically manages and distributes 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. It does this by first creating a global task list sorted by business value, then it prioritises and distributes these tasks to the most appropriate resource.
Capture - iWD captures tasks from a broad range of work sources in the enterprise. All captured tasks are automatically associated to a business context configured in iWD, independent of the channel, media, or system from which the task was captured.
Calculate - iWD uses business rules configured by users to calculate the business value of a customer request. iWD then prioritises the list of tasks, based on the service level objectives and rules defined these users. As information related to a task can change, iWD’s centralised service delivery management system proactively re-assesses a task’s value throughout its lifecycle, and updates tasks already submitted for distribution.
Distribute - iWD’s centralised service delivery management system assigns tasks to various distribution points, or locations, for completion. This allows the enterprise to route lower-value tasks to a lower-cost region or a third-party business process outsourcer, or to tailor work distribution to branch offices or back-office workers during peaks
The advantages of this solution is that it creates a compelling back office optimisation with higher employee performance across the enterprise. It does this by providing greater visibility into operational performance and compliance which increases operational control, functionality, and efficiency across the whole enterprise.
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