Are you ready to identify your management?

Take your contact center to the next level
We develop and implement a solution according to your needs.


Track multichannel and cross-channel activities so you can keep the right agents available.

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.

Get a demo today

It's time to transform your brand conversations.

Identify the skills your agents need to drive better business results.

Focus on developing your attention.

Reduce time spent on manual tasks to focus on processes that contribute to business objectives.

Managers can easily see what agents are doing at any given time and compare it to what is scheduled.

Integrates with third-party applications using Workforce Management Integration, - Application programming interface (API)


More sales. Unsurpassed service

Reach your full potential

Guide every interaction

Boosts productivity