Genesys has introduced a user-friendly task management solution designed to automate workflows and facilitate seamless customer experiences. Now accessible on the Genesys Cloud CX platform, the solution, known as Work Automation and Task Routing, allows organizations to bridge the gap between contact center employees and other departments, enabling efficient handling of customer-related tasks and follow-ups after interactions.
"Organizations no longer have to rely on an admin manager's 'best guess' to prioritize and assign tasks. With Work Automation and Task Routing for Genesys Cloud CX, organizations now have an efficient and reliable solution to orchestrate a high volume of work requests, helping them fulfill service-level agreements and keep their customer promises," said Olivier Jouve, chief product officer at Genesys.
Leveraging its extensive knowledge in Intelligent Workload Distribution, Genesys has launched a cloud-native solution integrated into Genesys Cloud CX. This solution provides organizations with intelligent routing, comprehensive reporting, and process automation capabilities. It helps businesses effectively manage various types of work, both within the contact center and externally, streamlining operations and enhancing overall productivity.
Work Automation and Task Routing provides real-time visibility
With the ability to create customized workflows, organizations can achieve smoother task-routing processes. The solution offers a user-friendly drag-and-drop interface, allowing for endless possibilities in designing workflows. These workflows can be either employee-assisted or fully automated, enabling agents to efficiently resolve customer requests without any guesswork. The intuitive nature of the solution eliminates complexities and simplifies the task management process for enhanced productivity.
By providing real-time visibility into every customer activity and work type, organizations gain valuable insights. They can accurately measure task completion time, track task status, and assess employee performance. This visibility enables better resource management and staffing decisions, ensuring that teams are adequately equipped to meet customers' needs within specified timelines.
With real-time visibility into changing business priorities, team leaders are empowered to effectively manage shifting tasks. They can align task assignments based on service-level agreements and promptly adapt to reprioritize work. This ensures that no customer tasks are overlooked or left unattended.
By consolidating all back-office work tasks into a single, centralized view, organizations gain comprehensive visibility into task statuses. This unified view allows for real-time monitoring of tasks and empowers organizations to make informed decisions based on up-to-date data. The integration of back-end system tasks streamlines customer support operations, enabling more efficient task management and ultimately enhancing customer satisfaction.Genesys has recently unveiled enhanced generative AI features that allow businesses to gain valuable customer and operational insights using Large Language Models (LLMs).