Genesys brings cloud-based workforce optimization service Guru

Contact center solutions vendor Genesys today introduced Genesys Guru, a cloud-based Workforce Optimization (WFO) service.

Genesys Guru assists customers to benefit from their investments in the Genesys Customer Experience Platform because Genesys Guru offers services to identify, analyze and optimize business processes and workforce issues.

The company in a statement said Genesys Guru is designed to deliver business and operational expertise, best practices, and analytical insights to accelerate time to value and to achieve operational cost savings and business performance.

Guru assists Genesys customers because they can reduce the cost and complexity of recruiting, hiring, training and retaining experts to manage Workforce Optimization applications and other analytics or operational solutions.


The other benefit is that Guru can be tailored to customer needs, ranging from Genesys experts working alongside customers’ operations teams to address implementation, daily reporting and solution tuning needs to options with Genesys experts taking on the bulk of the planning, analysis and management of the system.

There’s flexibility to Guru customers as it complements both cloud-based and on-premises deployments of Genesys Customer Experience Platform Editions, with a variety of flexible service offers — priced based on service duration and scope. Guru experts can work with existing customer resources and deployments, or as part of a new, complete Cloud solution.

Donna Fluss, president, DMG Consulting, said: “These suites are dedicated to enhancing the customer experience and providing insights into the customer journey while improving both the customer and employee experience and reducing operating costs.”

InfotechLead News Team