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Genesys debuts AI-powered forecasting and scheduling

Genesys has introduced a forecasting and scheduling service for contact centre workforce management powered by artificial intelligence (AI). Chief product officer Peter Graf, “We’re enabling businesses of all sizes to realise their entire AI strategy on one platform. With voicebots and chatbots, workforce management, predictive analytics and more, our Winter Innovations introduce a series of applications that deliver on the promise of AI at scale. Our AI innovations work in concert, sharing data insights that enrich the customer and employee experience and produce exponentially better business results.”

Genesys Automated Forecasting compares parameters from more than 25 methodologies, evaluates hundreds of thousands of potential forecasts, and predicts the right one for businesses in under 30 seconds – with just one click. The companion to Genesys Forecasting, Automated Scheduling also relies on AI models to produce staffing schedules up to 60 times faster than traditional methods. Businesses can now create an optimised schedule in just a few minutes – hours less than it takes other vendors’ decades-old, rule-based algorithms. Genesys Automated Scheduling revolutionises the process, enabling contact centre planners to compare multiple schedules simultaneously and make updates on the fly to quickly accommodate.

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