Optical/IP Networks

Genesys Upgrades WFM App

WOKINGHAM, U.K. -- Genesys Telecommunications Laboratories, Inc., an Alcatel company (NYSE: ALA, Paris: CGEP.PA), has released a new version of its workforce management (WFM) application as part of the Genesys 7.2 contact centre suite release. The enhanced WFM component of 7.2 gives companies greater insight into their staffing operations.

A major cost factor for most contact centres is "human capital" (the number of employees a company needs to fulfill operations). Genesys WFM assists enterprises by assessing anticipated staffing levels and then helping coordinate agent schedules in real-time to ensure staffing levels within the call centre are optimised.

"Enterprises cannot continue operating in reactive mode' when determining how many employees are required to maintain their contact centre operations," said Vijai Shankar, Genesys product marketing manager for the WFM product line. "Genesys WFM puts staffing control and optimisation into the hands of managers who want to operate a dynamic contact centre efficiently in rapidly changing environments."

Genesys Telecommunications Laboratories Inc.

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