Genesys Engage + injixo: The Workforce Management Ecosystem to Transform Your CX

You trust Genesys Engage to power your operations. Now, power-up your operations and empower your team with injixo. Make your workforce management experience seamless. Start with the right integration and the right WFM solution for you.

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Genesys Engage + injixo: The Workforce Management Ecosystem to Transform Your CX

injixo isn't just a great match with our WFM requirements. The integration with our routing platform is seamless and was easy to set up. Not only at the outset, but on-going with new contact channels automatically appearing as and when built within our contact center platform – which is a real time saver.

GARY FINDEN Workforce Planning Manager

INTEGRATION

The power of the right integration

Official integration partner

Your data is foundational to your workforce management success. The quality of your data matters. Data integrity starts with the right connection.

injixo connects to your Genesys Engage data including:

Call history
Agent history

Connect all of your systems into injixo at once

With injixo, you’ll have the power to connect to more than one integration at the same time. Connect to Genesys Engage and more. Leverage the power of all your data.

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The right people in the right place at the right time for your customers

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OPTIMIZE YOUR OPERATIONS

The right WFM solution

Predict your workload with smarter forecasting

Forecast your customer demand accurately and easily with injixo. injixo Forecast is fully-automated, detecting trends and seasonality for you.

Leverage machine learning and more than 150 smart algorithms. Get results that improve each time with injixo Forecast.

With Genesys Engage + injixo, you’ll have fully-automated forecasting for calls.

Machine learning and more than 150 smart algorithms to forecast

Save time with easy scheduling that meets your demand

Your employees’ capacity is finite. Their skills vary. Schedule your employees so their needs are met and your customers are WOWed. Meet your coverage and people goals at the same time.

Fixed schedules? No more. With injixo, flexible and complex scheduling only takes a few minutes. Keep up with the demands of a modern workforce with injixo Schedules.

With Genesys Engage + injixo, you’ll be able to schedule:

Multi-site activities
Multi-skill activities

Manage real-time adherence to fine-tune your performance

Connect your plan to reality with a smarter adherence solution. See your plan in action throughout the day.

Valuable insights, like agents’ current activities, are easy to see with injixo Adherence. You’ll gain visibility to activities that are “out of adherence”, so you can focus on incidents that affect your performance.

Don’t have a real-time integration? injixo TimeRec has you covered with agent-powered time recording.

Make your success transparent with impactful reports and dashboards

Ready to impress your boss? Create custom reports to measure, track, and visualize your KPIs.

With injixo Analyze, you’ll have the reporting and dashboards you need to stay accountable. Want to compare your plan to actuals? Done. Want to see average handle times of your planning units? It’s easy. Already have a business intelligence tool? Great. You can also export your data to it via the injixo API.

Empower your team

injixo empowers your whole team

Agents & frontline employees

Ready to increase employee productivity and satisfaction? With injixo, your employees gain workloads that balance their time and leverage their skills.

They also “get a say” through injixo Me. This mobile, self-service portal empowers your employees. They’ll be able see their shifts and make adjustments/requests from anywhere. Put work-life balance in the palm of their hands.

Planners & Workforce Managers

It’s time to free your planners from the grind. An intuitive user interface makes injixo easy to use and to learn. Automation, reporting, and more than 150 algorithms make planning stress-free and reliable.

But injixo is more than a tool. It’s a support system. Your experienced support team are your partners for success day-to-day.

Need to accelerate your progress? injixo offers the services to help you. Having trouble with the basics? Industry-recognized WFM education from The Call Center School is available as a plug-in to increase your confidence and success.

Team Leads, Supervisors, & Managers

Managing your people and operations is easier with injixo. Focus on what matters with intuitive interfaces that are customizable.

See your agents performance or the performance of your whole operation. Setup your reports or intraday dashboards once, and you’re ready to keep a pulse on what’s happening.

Discover injixo

Interested in adding injixo to Genesys Engage? Get more details by scheduling a casual conversation with the injixo team.

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