Call centers are consistently in a state of flux. Traffic volumes spike and decrease while contact center resources expand and contract. Genesys Workforce Management helps companies meet these challenging conditions by optimizing agent utilization and contact center operations. Capable of managing multi-site and multi-channel environments, Genesys Workforce Management accurately forecasts call volumes and average hold times and calculates the required agent skill sets required to meet these demands.

When combined with the Genesys suite of products, Genesys Workforce Management delivers centralized configuration of agent skills and intelligent call-routing to ensure real-time schedule adherence. Most importantly, Genesys Workforce Management ensures that agents are fully utilized based upon their unique capabilities, resulting in improved agent productivity and satisfaction.