Workforce Management belongs to the Genesys Workforce Optimization family of solutions. It is an automation tool that aims to achieve maximum utilization of available resources, for any type of activity or interaction channel; that is, to balance operational efficiency with customer satisfaction. It allows to predict the workflow; plan the resources needed to meet requirements; evaluate and accurately determine the skills gaps of workers based on consistent information; analyze interactions to ensure that skills are put into practice and improve performance, closing the identified gaps.

This solution is integrated with the Genesys Customer Experience platform, with tools for forecasting, scheduling, real-time management and employee empowerment, as well as integrated reporting.

WFM can be implemented as an on-demand service (CaaS) or in proprietary mode through the purchase of licenses.