WFM Buddy pilot @ banking company
- Agents love using Buddy. WFM features are available on their smartphones and can be used whenever they like.
- Trading shifts at any time and place, without impact to schedule coverage, keeping planners in control.
- Instant updates to planners when agents report late/sick/better.
WFM Buddy allows our agents to submit their preferences at any time and from anywhere, even while at the coffee machine.
This customer is running a Genesys Engage contact center the size of 1000+ agent seats spread across multiple locations in a single country.
Objectives for this customer were to:
- Provide innovative (mobile) solutions to their employees.
- Enable agents to also access Genesys WFM features when not at their desks.
- Technical validation for Buddy to run on Azure leveraging Active Directory.
As part of the decision-making process and the justification of the investment, this customer chose to run a pilot deployment of WFM Buddy.
Instead of having to connect to their actual Genesys WFM solution (requiring IT resources, time, money, etc.), we replicated the WFM configuration to a cloud demo platform for WFM Buddy.
A select group of users could use Buddy on their smartphones as if they were using their company’s own Genesys WFM features.
The outcome of the Buddy pilot was very positive, both from the business and the IT perspective.
Genesys consulting @ Insurance company, EMEA region
This customer is running a Genesys Engage Contact center the size of 3000+ agent seats on multiple locations. The Genesys experts from Prime Contact helped the customer in successfully deploy and upgrade a wide scope of Genesys solutions.
Real Time Stats @ Banking customer
The objective for this customer was to have clearer dashboard overviews on their CC wallboards, supervisor/manager’s PC’s, tablets and smartphones.
WFM Buddy @ large insurance company
Managing sickness more efficiently already justified our investment in WFM Buddy (3000+ contact center agents, 6 market brands)
Genesys consulting @ Banking company, NALA region
The Genesys experts from Prime Contact helped Genesys Professional Services in successfully deploying Genesys Voice Portal, Genesys SIP Server, as well as the Composer routing strategies involved.
Real Time Stats @ Insurance customer
Running a Genesys Engage Contact center the size of 3000+ agent seats, this customer aimed to create real-time dashboards tailored to the specific needs and styles of their various market brands
WFM Buddy @ large banking company
WFM Buddy allows our agents to submit their preferences at any time, also when they are not at their desks (2400+ contact center agents, 3 countries)
WFM Buddy @ leading media company
WFM Buddy is so easy to use. I love it! (150 contact center agents)