Genesys, a provider of customer experience and contact center software, today introduced a managed service solution called Genesys Guru that it says will help customers optimize their processes to attain operational cost savings and improved business performance.
The initial Guru offerings are focused on workforce optimization (WFO). According to Genesys, Guru gives customers access to capabilities previously only available via direct hiring and reduces the associated cost and complexity of recruiting, hiring, training and retaining experts to manage workforce optimization applications and other analytics or operational solutions.
Among the available services:
- Planning experts to help maximize operational and workforce efficiencies through optimal configuration, forecasting and scheduling
- Interaction analysis experts to optimize speech and text analyses, to improve workforce quality and performance, to understand the voice of the customer and to enable continuous KPI improvement
- Business performance experts to identify recommendations and benchmarks for the improvement of the overall customer journey – across contact centers and other channels – by collecting, analyzing and interpreting performance and workforce data from across the business
Guru can be tailored to suit 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 performing most of the planning, analysis and management of the system.
"These unique expert services complement our comprehensive Customer Experience Platform, and accelerate the momentum we’ve built in the market," said Reed Henry, the company's chief marketing officer. "Guru fills a void in the market by closing the gap in the skills and expertise required to effectively manage digital and voice customer interactions and journeys."
Guru complements both cloud-based and on-premises deployments, according to Genesys, with pricing based on service duration and scope. Guru experts can work with existing customer resources and deployments or as part of an entirely new solution.