Genesys, Thrive seek to tackle employee burnout

Cloud customer experience orchestration company Genesys has teamed up with AI-powered behaviour change technology platform developer Thrive to help address the growing workplace issue of employee burnout.

Under the agreement, Thrive and Genesys have developed a solution to help organisations embed employee wellbeing tools directly into employee workflows.

Employee burnout is a particularly acute problem in Genesys’s core contact centre market amid the pandemic, with nearly 90% of contact centre operators reporting high or very high stress levels.

The joint Thrive–Genesys solution will allow businesses using Genesys to help their employees course-correct from stress in 60 seconds based on proven neuroscience methodology, the companies said.

For example, the system can serve up a brief video-based break to call centre staff following a stressful interaction with a frustrated customer.

Organisations can customise the timing of breaks to address employees’ needs, based on criteria such as call duration, number of calls handled or hours worked with no downtime.

“Thrive is on a mission to end burnout,” said Arianna Huffington, Thrive Founder and CEO.

“It starts with reshaping the employee experience by giving employers tools to foster individual wellbeing. Together with Genesys, we’re embedding wellbeing experiences into everyday workflows, which is key for the sustained mental health and resilience of employees.”

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