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Introduction: Genesys vs m-work
Genesys is recognized for its performance in contact center management. On the other hand, when it comes to managing larger organizations; multi-sites, back-office or hybrid teams, its capabilities show their limits. As a WFM tool, Genesys remains primarily focused on voice.
m-work is the best alternative: a tool designed for omnichannel, simplicity and team growth, while natively integrating your existing tools.
Comparison table of features:
Result:
👉🏼 Genesys is still an appropriate choice if your sole priority is Telephony. But if you are looking for a complete WFM tool designed for flexibility And the new ways of working, m-work is clearly the best alternative.
FAQs:
1. Is Genesys a good WFM tool?
Genesys is a solid solution for telephony and contact center management. But when it comes to going further — omnichannel planning, back office, or team collaboration — its capabilities remain limited. m-work Was designed to cover the entire WFM spectrum: a flexible, intuitive and connected solution, designed for all teams, not just for voice.
2. What makes m-work better than Genesys?
m-work was designed for all teams, regardless of the channel: telephone, chat, chat, email, back office... It is simple to deploy, integrated with everyday tools, and allows global WFM management where Genesys remains limited.
3. Is m-work easier to use than Genesys?
Yes, according to the users of both solutions who we were able to ask about the subject. Genesys is often considered complex and cumbersome to configure, while m-work offers a modern, intuitive interface that is quickly adopted by teams.
4. How long does it take to deploy m-work?
Deployment is fast: a few days are enough to be fully operational. m-work is easily integrated into your existing environment, without a heavy project or complex adaptation phase.
5. Is m-work suitable for large businesses?
Yes. m-work is designed to support growth, whether you are an SME or a large group. Its native integrations and smooth scalability allow for frictionless adoption.
6. And customer support?
With m-work, you benefit from responsive and personalized support. Teams are available to support you, unlike Genesys where support is often perceived as less agile.
7. What does m-work AI bring?
Our AI analyzes planning histories and activity flows to automatically recommend team adjustments. It identifies peaks in activity, optimizes schedules and improves productivity without overburdening managers.
Request an m-work demo
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