Analyses employee performance across channels including: social media; SMS and Web chat in real-time
Alcatel-Lucent has introduced new Genesys Workforce Optimisation suite (WFO), which manages customer service resources across the enterprise.
The WFO offering is a part of Alcatel-Lucent’s Genesys 8 offering, which analyses employee performance across all channels including social media; SMS and Web chat in real-time.
The offering includes new capabilities to centrally measure and manage employee skills and work allocation against performance objectives.
The WFO offering includes workforce management, recording and quality management, and skills and performance management.
The new offering features enable: planning and scheduling of staff enterprise wide; delivery of work using the intelligent routing capabilities of the Genesys platform; control and adjustments in real time; analysis of data and correlation of performance gaps; and development of talent pools based on exact training needs and accurate schedules.