Functionality
In concert with Genesys CIM, Genesys
iWD spans three main areas: capturing
tasks, calculating task values, and
distributing tasks to resources in the
front and back office, or to external
outsourcers.
Solution Highlights
Genesys intelligent Workload Distribution will
bring you several key advantages:
Ensures the efficient delivery of consistent customer
>
service across all communication channels by optimizing
the routing of work items across an integrated pool of
resources — front office, back office, home, remote,
branch, offshore, or outsourced
Reduces operational costs with the effective utilization
>
of enterprise-wide resources while optimally matching
the task, priority, and person
Avoids over- and understaffing by balancing the workload
>
throughout the workforce, thus eliminating the impact
of load peaks and troughs
Provides superior customer service — and increases
>
the speed and quality of business processes — by
providing visibility and control into all interactions,
legal and SLA compliance, work items, and resources
across the organization
Offers a comprehensive set of current day and historical
>
task-based analytics to provide you with insight into
business performance and comparisons against key
performance indicators
Business Solution Brochure:
Genesys intelligent Workload Distribution for Communications
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Capture
Distribute
Calculate
• Workflow Tasks
• Documents
• Faxes
• Virtual Tasks
• Business Rules
• Service Level
• Business Value
• Priority
• Front Office
• Back Office
• Outsourcer
iWD in Action:
freenet Customer Care GmbH, a wholly-owned subsidiary of freenet
AG, has 2,000 employees in three Customer Service Centres who
prioritize the handling of about 150,000 incoming service support
inquiries per week from landline and Internet customers. Like many
companies in the industry, siloed legacy systems complicated its
customer-oriented data processes. As a result, data regarding agents’
workloads had to be manually compiled, and by the time that was
accomplished the data was usually already outdated.
To solve its business challenges, freenet implemented Genesys iWD to
help it enable better customer inquiry routing based on business value,
and to efficiently, flexibly, and automatically distribute agent work tasks
according to skills.
Summary of results realized:
Reduced average handling time by approximately 30%
>
Increased overall productivity by 20%
>
Decreased follow-up support expenses by 25%
>
Improved customer satisfaction rates by 15%
>
Summary of benefits realized:
Efficient customer handling through value-based routing
>
Site independence through virtualization
>
Prioritization of customer inquiries and requests based on business
>
value, independent of the media channel
Optimized management of resources, and flexible use of employees
>
Transparency regarding agent capacity utilization
>
Clear definition and monitoring of service levels
>
