"The telecom Express" optimized work of contact centers using the solution Genesys for personnel management

On January 26, 2015 — the Genesys Company stated that Telecom Express optimized work of contact centers using the solution Genesys for personnel management, based on Genesys Workforce Management (WFM).

The decision on start of the project was caused by desire of the company to optimize distribution of loading between employees and to centralize job management processes. Today use of WFM from Genesys provides a guarantee of availability of contact centers in mode 24х7, allows to create automatically the schedule of work of employees and to control labor discipline.

WFM is also used for providing labor discipline. A system carefully traces the working schedule of each operator and in time announces non-compliance with the schedule. It allows to understand whether the contact center can process heavy loads without staff increase.

Project implementation took 9 months and included planning, approval and deployment of infrastructure, the approval of formalities and also learning process of personnel. Specialists of Genesys University took part in training of staff of Telecom Express. On final debugging of procedural processes about 3 months then Telecom Express completely passed to WFM left.

Implementation of Genesys Workforce Management (WFM) allowed to reduce costs and to increase business growth indicators.

"All contact centers of our company should work 24 hours a day 7 days a week, without standing idle seconds not only in business week, but also in days off and holidays. Observance of this requirement has key value for our business. After implementation of WFM it became easier for us to manage the available resource and to understand how time is spent — Vyacheslav Beketov, the operating officer of Telecom-Express company comments. — The schedule of work is formed and changes automatically, each employee has access to the schedule for the month ahead. It allows to save time and human resources and as a result to reduce costs".

The solution WFM of Genesys company allows to optimize business processes of the company. First of all the application is directed to improvement of indicators of work of each certain operator on the basis of forecasting of the expected level of loading and creation of synchronized working schedules of operators taking into account lunch breaks and rest, the days off and holidays.

Along with the new product Genesys WFM, Telecom Express uses advanced technologies, including the system of intellectual routing Genesys, CRM- a complex Oracle Siebel, the system of the voice menu IVR with synthesis and speech recognition, information complex Microsoft Sharepoint.