Customer service interactions handled by agents often require additional actions from different departments. These many “actions” can range from advancing a loan application or fulfilling a service request to filing a fraud claim. Unfortunately, many organizations face challenges due to isolated departments, outdated technology, time-consuming manual processes, and the inability to effectively monitor the progress of tasks.
As a consequence, they struggle with inefficient and non-automated work item processing, leading to missed deadlines, mounting backlogs and increasingly dissatisfied customers. The absence of visibility into back-office tasks also creates hurdles for managers attempting to accurately forecast workloads and schedule employees to meet operational demands and customer expectations.
Genesys, a provider of AI-powered experience orchestration, has expertise in intelligent workload distribution. Building on that expertise, has Genesys introduced a new easy-to-use task management solution to automate workflows between contact center employees and other departments for seamless end-to-end customer experiences.
With the Work Automation and Task Routing solution now available for the Genesys Cloud CX platform, organizations bridge the gap between the front and back office to more effectively solve customer-related tasks and post interaction follow-ups.
The solution allows organizations to achieve seamless task routing with customizable workflows. By utilizing the intuitive drag-and-drop feature, organizations can create a multitude of employee-assisted or fully automated workflows, removing any ambiguity for agents and enabling them to efficiently address customer requests.
Organizations can also attain real-time visibility into customer activities and various work types. Precise measurement of task completion time, status and employee performance equips managers with invaluable insights for optimized resource allocation and staffing, ensuring teams meet customers' needs promptly.
Organizations gain the ability to effectively manage shifting priorities. With instant access to real-time information on changing business priorities, team leaders establish tasks based on service-level agreements and promptly reprioritize work, ensuring no customer tasks are overlooked or delayed.
Lastly, the solution gives organizations access to a centralized task view of all back-office work. Integration of back-end system tasks into a unified interface allows organizations to monitor statuses and make informed decisions based on up-to-the-minute data. This streamlined approach enhances customer support operations and elevates overall satisfaction levels.
By helping employees become more connected, the new solution enables tasks to move efficiently across teams and departments for better customer outcomes.
"Organizations no longer have to rely on an admin manager's 'best guess' to prioritize and assign tasks," said Olivier Jouve, Chief Product Officer at Genesys. "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."
Edited by
Alex Passett
