New Sabio contact centre service to help optimise performance of Genesys Workforce Management software

Sabio consultancy service enables organisations to take full advantage of Genesys WFM’s advanced forecasting and scheduling capabilities

LONDON – 27 January, 2006 – Sabio, the innovative contact centre services and solutions company, has launched a new consultancy service to help UK contact centres optimise the performance of their Genesys Workforce Management (WFM) software. Working closely with contact centre managers, consultants from Sabio’s Workforce Optimisation Practice will deliver the WFM services and consultancy expertise needed to enable organisations to take full advantage of Genesys WFM’s advanced forecasting and scheduling capabilities.

Sabio is one of the few UK organisations to offer in-depth consultancy and service expertise across all the key Workforce Optimisation components, including WFM, quality monitoring, skills management, analytics/performance management, incentive management and balanced scorecard development. This strong resource gives Sabio the people, process and technology skills needed to deliver best practice performance for Genesys WFM systems, including initial project discovery audits, full operational business consultancy and training.

“Genesys Workforce Management is an important component of the broader Genesys Customer Interaction Management Platform, and can deliver powerful benefits when optimally configured. Our new Genesys WFM consultancy and services offering will provide organisations with all the skills and support they need to make the most of their investment in Genesys technology,” commented Sabio’s Founding Director, Adam Faulkner. “We’ll be helping Genesys customers with the technical and operational consultancy needed to unlock key Genesys WFM benefits such as improved customer service levels, optimised resource utilisation and better agent support.

“At Sabio we’ve invested in the skills and Genesys WFM expertise needed to make the most of what is a sophisticated and highly-automated solution,” he continued. “Our Workforce Optimisation practice will focus on helping Genesys customers to benefit from a strong return on investment through the cost savings that result from more accurate forecasting and staffing, improved operational efficiency, increased agent morale and lower agent absenteeism and churn.”

About Genesys WFM
The Genesys Workforce Management solution has been designed to integrate tightly with the company’s Customer Interaction Management platform to fully leverage all customer interactions when managing the agent workforce. Agents and their skillsets are entered and maintained in one configuration environment, removing the need to re-enter information in a standalone workforce management application. Additionally, contact centres can leverage Genesys’ real-time statistics and adherence data across a range of communication channels including voice, web and e-mail.