Introduction to PureConnect AI-Powered Workforce Management

The artificial intelligence (AI)-powered workforce management features for PureConnect are hosted in Genesys Cloud. The features are available to PureConnect users in Interaction Optimizer.  

Interaction Optimizer includes two AI-powered workforce management services for PureConnect:

• The Genesys Cloud AI-powered forecasting service determines contact center load based on historical data and determines the load for the selected week. For more information about AI-powered forecasting, see Introduction to AI-Powered Workforce Management Forecasting.

• The Genesys Cloud AI-powered scheduling service automatically and quickly predicts the best possible staffing schedules. For more information about AI-powered forecasting, see Introduction to AI-Powered Workforce Management Scheduling.

Contact your account executive to start the process to enable the AI-powered features.

Genesys Cloud

Genesys Cloud is a cloud collaboration, communications, and customer engagement product that takes full advantage of the distributed nature of the cloud. PureConnect integrates with Genesys Cloud to provide access to the AI-powered workforce management features.

The integration between PureConnect and Genesys Cloud is seamless for users, but requires configuration by an administrator. For more information, see Configuration Overview.