Genesys Workforce Management

Empower Your Contact Center with WFM Voice Self-Service

Genesys Workforce Management

Gadaget’s WFM Voice Self-Service solution allows agents and supervisors interact with their workforce management information right from their mobile devices. With the power of Genesys Voice Platform and its open standards-based technologies, like VoiceXML, we enable the creation of flexible and powerful voice-based applications. These applications offer agents and supervisors the convenience of accessing workforce management, planning, scheduling, and real-time functions whenever and wherever they need them. Furthermore, the applications can be customized to suit the particular demands of a contact center, enhancing their usefulness and efficiency in that context.

WFM Agent Voice Self-Service

Use Case: Agents have the ability to report their absence for either the current day or the next day

Feature Description: Agents can report their absence to work using voice commands instead of directly contacting their supervisor. The system immediately notifies the agent’s supervisor about the absence, by sending a standard SMS message to their wireless phone.

Benefit: Contact centers can reduce administrative costs and gain operational efficiency by allowing agents to interact with a self-service application rather than consuming the time of their supervisor or an office administrator.

Schedule current next day

Use Case: Agents have the ability to review their schedule for the current day or the next day.

Feature Description: Agents can effortlessly check their schedules for both current day or the next day from anywhere, at any time. The Genesys Cloud Workforce Management Voice Self-Service application will play back their scheduled start and end times for the selected day.

Benefit: Agent attendance and adherence to schedule can be improved with easier access to schedule information, which will lead to improved operational efficiency, lowered overtime costs and increased customer satisfaction.

Enhance your Workforce with our Solutions​

WFM Supervisor Voice Self-Service

Use Case: Supervisors have the ability to review and approve the absence request reported by agents.

Feature Description: Supervisors can access the WFM Voice Self-Service environment from any mobile device, where they can listen to the agents who have reported absence for either the current day or the next day. The supervisor can approve the absence requests, leading to an instant schedule update, or they can opt to save the requests for later review.

Benefit: Supervisors can review agent absence requests and apply them to the current schedule from anywhere and at any time. Contact centers will benefit from lowered administrative costs associated with last-minute schedule changes and increased operational efficiency, because supervisors will have the freedom and time to better manage their team.

Supervisors – Subscribe SMS Alerts

Use Case: Supervisors have the ability to subscribe to SMS alerts for agent absence requests.

Feature Description: Supervisors can enable/disable their personal subscription to receive alerts for agent absence within the teams they manage. This enables supervisors to stay informed instantly about agent absences, regardless of their current location.

Benefit: Supervisors can proactively react to agent sick days for improved intra-day management and responsiveness with Genesys cloud workforce management.

Please enable JavaScript in your browser to complete this form.
Click or drag a file to this area to upload.

This will close in 3 seconds

Please enable JavaScript in your browser to complete this form.
Name

This will close in 0 seconds

Please enable JavaScript in your browser to complete this form.

This will close in 0 seconds