Customer contact optimization solutions company QPC has unveiled Tracxion Drive, an advanced WFM/WEM Data Adapter designed for Genesys Cloud CX. This innovative solution enables data-driven decision-making, strategically allocating resources, and simplifying the complexities of workforce management, and is now accessible on the Genesys AppFoundry.
"We are thrilled to offer Tracxion Drive's unique capabilities to the Genesys partner ecosystem. With our real-time integration, organisations can now leverage the best multi-channel data to drive incremental resourcing efficiency gains through enhanced WFM/WEM performance," says Phil Smith, QPC CEO.
Elevating WFM efficiency
Tracxion Drive redefines workforce management by harnessing advanced real-time event data, generating precise WFM interval and enhanced adherence data. The platform seamlessly manages hybrid operations, integrates with multiple WFM systems, provides a comprehensive enterprise-wide view, and facilitates secure segmented BPO integration.
Transforming employee experience
Beyond traditional Workforce Engagement Management (WEM), Tracxion Drive leverages enriched data to unveil unique metrics. This includes customer-agent-focused metrics, offering insights into how agents impact customer effort and Net Promoter Score (NPS).
Boosting BI and customer journey analytics
Serving as the cornerstone of enterprise data strategy, Tracxion Drive provides accurate and comprehensive interaction data. It revolutionizes Business Intelligence (BI) by uncovering hidden unproductive activities, connecting digital channels and contact centers in real-time, and facilitating data-driven decisions for an enriched agent-customer experience.
Streamlining cloud migration
Tracxion Drive is a seamless replacement for existing WFM Adapters on Genesys platforms, presenting an opportunity for superior data benefits and simplified and de-risked cloud migration. This transition minimizes project risks and costs, ensuring operational integrity for WFM, reporting, and insights throughout the migration process and beyond.
QPC's Tracxion Drive, seamlessly integrates with Genesys Cloud CX, a comprehensive and adaptable solution designed to assist organizations in providing seamless and interconnected experiences for both customers and employees.
Apart from QPC, some other companies that have recently incorporated Genesys Cloud CX into their platforms are Alorica and ibex, to drive customer loyalty and boost business outcomes.
