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News : Genesys Named a Visionary in the 2021 Gartner Magic Quadrant for Workforce Engagement Management

#contactcenterworld, @zadroagency, @Gartner_inc

Genesys
(R), a global provider in cloud customer experience and contact centre solutions, has been positioned by Gartner, Inc. as a Visionary in the 2021 Workforce Engagement Management (WEM) Magic Quadrant, for its ability to execute and completeness of vision.

"Contact centres are struggling with high employee turnover rates and low performance due to a system of point solutions that make it difficult to manage and improve the agent experience. Our Workforce Engagement Management solution provides a single platform for onboarding, learning and training, performance management, and more," said Olivier Jouve, executive vice president and general manager, Genesys Cloud. "We believe our focus on delivering an all-in-one solution that powers both the customer and employee experience drove our significant movement towards the Leaders quadrant."

Genesys is seeing a surge in adoption of Genesys Cloud and WEM capabilities as organisations adapt to the new workforce paradigm and realise the positive impact that engaged employees have on the customer experience

"Employees are at the heart of customer experience, and they need to feel understood, empowered, and engaged in order to make more meaningful connections with customers," said Merijn te Booij, general manager, Workforce Engagement Management, Genesys. "We actively listen to customers’ feedback and requests, and their input helped us truly focus on the agent experience for the 50+ new WEM capabilities we launched last year."

The company’s focus on offering end-to-end solutions that power both customer and employee experiences is often cited as a primary driver for customer adoption. According to Genesys customer Henry Svendblad, CTO of Company Nurse, "Built-in workforce and quality management set Genesys apart from competitors, which required the use of third-party solutions to deliver this functionality."

#contactcenterworld, @zadroagency, @Gartner_inc


About Zadro Agency:
Company LogoZadro is an integrated communications and marketing agency providing services in strategy, marketing, public relations and design. Zadro have a highly experienced team who will become an extension of your business, supporting you during your marketing and communications journey.
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About Gartner:
Company LogoGartner, Inc. is a research and advisory firm that helps more than 10,000 clients leverage technology to achieve business success. Gartner’s businesses consist of Research, Consulting, Measurement, Events and Executive Programs. Founded in 1979, Gartner has over 3,800 associates, including approximately 1,000 research analysts and consultants, in more than 75 locations worldwide.
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Today's Tip of the Day - Engage Your Agents!

Read today's tip or listen to it on podcast.

Published: Monday, May 3, 2021

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2021 Buyers Guide Call Routing Optimization

 
1.) 
Eastwind Communications

Eastwind sells Oracle, Ribbon, and Dialogic SBC and routing solutions for both premise-based and cloud-based deployments along with Microsoft Teams integration. Eastwind offers managed service offerings and complete 7x24 support.
PH: 508-862-8600

2.) 
Lieber & Associates

Call Routing and Contact Center Optimization
L&A provides consulting services to optimize contact centers, including call routing, skills-based routing, and multi-location routing. The firm's senior consultants have several decades of experience each in this area and work with all vendors' systems. L&A's president pioneered skills-based routing.
PH: +1-773-325-0608

3.) 
OpsTel Services

SPEED
The SPEED solution solves for service level issues while cost optimizing the environment with automation.

Provides an enhanced way to speed up & optimize invoking temporary agent skills configuration changes into the contact center environment.

Speed allows you to schedule both future changes & temporary changes that auto-revert back to the original state when scheduled time expires.

Speed features:

*Automated / Scheduled Temporary Agent Skills Configuration Management
*Immediate Temporary or Reoccurring Schedule Skills Configuration Changes
*Easy to Use/Operations Administration Focused
*Descriptive Monitoring Activity Dashboard
*Detailed “End to End’ Audit Trail and Performance Monitoring
PH: 1+480-435-9390
 

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