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Cisco Unified Workforce Optimization vs Genesys: What are the differences?
Developers describe Cisco Unified Workforce Optimization as "It allows contact centers to manage their human. capital resources". It allows contact centers to manage their human. capital resources. Managers can develop schedules for multiple sites, manage critical data and key performance. indicators (KPIs), and manage real-time adherence of agents to their schedules. On the other hand, Genesys is detailed as "Cloud and on-premises customer experience solutions". It is a tool that provides its users with improved call management, enhanced call routing capabilities to the right resources, and faster resolution of calls.
Cisco Unified Workforce Optimization and Genesys can be categorized as "Call Center Management" tools.
Some of the features offered by Cisco Unified Workforce Optimization are:
- Aligns contact center performance with business objectives
- Integrates workforce optimization software with desktop tools
- Unifies the customer interaction process
On the other hand, Genesys provides the following key features:
- Scales up to 250 seats
- Cloud-based deployment
- Proven, global cloud Contact Center platform
