WFM Buddy pilot @ Bank


  • 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.

Pilot deployment:

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.

Explore our other cases