Market Rewrite: Time to rethink and challenge our status quo
We saw a significant change when COVID-19 forced companies to enable their employees to work from home. But, looking out even further, a new normal will incorporate workers that work from anywhere, using the right tool and systems to create their own meaning of work and life balance. So, moving forwar, ultimate flexibility and agility will be essential to all businesses. Likewise, we’ve seen an estimated 3X more interactions coming into contact centers without an increase in headcount. That means a good number of these are being handled by self-service technology, leaving more complex inquiries in the hands of human agents.
So, ultimately, solutions that power experiences can’t focus solely on customers. To deliver Experience as a Service, we must provide employees with the technology and resources to connect with customers on a human level, where things like empathy and understanding are the real differentiators.
Tapping into the power of people to achieve super-human service
Now more than ever, we know that human capital is an asset — and an invaluable asset. Great experiences are what can positively impact customers and turn them into faithful advocates of your brand. The same goes for employees. Which is why Genesy is doubling down on workforce engagement — to bring out the full potential of employees and agents through technology that’s designed with their needs in mind.
This means taking a good look at what makes employees better at their work and creating a sense of belonging, so that they’re able to truly excel and deliver the kind of super-human service that makes companies not just efficient, but extraordinary.
Lightning strikes twice: Gartner’s take on Genesys WEM
Solutif collaborate with Genesys continues to make important strides in the industry, as seen in the 2021 Gartner Magic Quadrant for Workforce Engagement Management (WEM). We’ve made considerable movement toward the Leaders Quadrant following last year’s transition to the Visionary Quadrant. And Genesys is also the only suite player in the Magic Quadrant, as other vendors offer standalone WEM solutions.
Our focus is on providing a holistic solution to create employee experiences that enable workers — not just combine a set of point solutions that complexify and hinder their jobs. And with a comprehensive all-in-one solution, we can power both customer and employee experiences with technology that adds value and empathy to outcomes.
Our Vision for Workforce Engagement
Solutif with Genesys technology services serving to build a work environment where humanity and effect do go hand in hand. As another year went by, we continued our accelerated pace to deliver more robust capabilities and features that respond to a rapidly shifting human-centric work culture. We delivered over 50 WEM capabilities in our three discipline areas (resource management, quality assurance and compliance, and employee performance) last year and continued this momentum with 30 additional features released in the first quarter of 2021.
Likewise, we’ve seen a significant growth in active WEM customers (118% year-over-year) with an average of three organizations onboarded onto Genesys Cloud™ Workforce Engagement Management every day in 2020. Customers who understand the importance of engaged employees and efficient processes are swiftly moving over and using more workforce engagement capabilities to record interactions, build and modify schedules, elevate quality through transcription, and ensure customer and employee satisfaction through surveys. We actively listen to our customers’ feedback and requests to shape our vision of a workforce engagement platform for the future of work.
At Solutif, we recognize that words like “wellbeing,” “motivation” and “fulfillment” aren’t just words anymore. A future where workers, or better yet humans, are recognized and can thrive calls for solutions that fully understand and heighten their potential — and provide visibility into development and the space to connect with customers on a human level. We’re committed to creating the tools that enable you to face upcoming changes and, even more importantly, shape your own customer and employee experience vision.
Solutif in collaboration with Genesys provides All-in-one contact center services and solutions based on omnichannel and cloud. Increase customer engagement and increase your company's growth!
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