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Based on the North American workforce optimization (WFO) market analysis, Frost & Sullivan recognized Genesys with the 2020 North American Innovative Excellence Frost Radar Award.
Frost & Sullivan Best Practices awards recognize companies in a variety of regional and global markets for displaying outstanding performance across different areas. Industry analysts filter out best practices in society by comparing market participants and measuring performance through analysis, in-depth interviews, and extensive secondary research.
Genesys is a global leader in contact center solutions and cloud customer experience. The company embeds its workforce engagement management (WEM) suite in the Genesys cloud, which in turn helps organizations deliver a comprehensive customer and employee experience. The company’s prescriptive approach helps businesses identify the solutions that will enable them to achieve target business outcomes.
Genesys being the first company to deploy AI in workforce management, could reap its benefits, including quick results, automatic forecasting, scheduling, and simultaneous comparisons.
Genesys WFO app includes features that allow agents to participate fully in their own performance evaluations and improvement, training, and scheduling.
Genesys offers businesses a seamless migration path from legacy platforms to the cloud with its competitive displacement program.
Adoption of AI and related technologies in innovative ongoing investments will lead Genesys up the ladder of success.
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