The network of clinics "Tone" has reduced missed calls from Naumen WFM Cloud

2025: Naumen WFM Cloud Rollout

Tonus Clinic Network implemented a system to build a load forecast and work schedules of 100 operators contact center based on. Naumen WFM Cloud As a result, the number of calls received increased by 8% in just two months, and the number of missed calls decreased by 2%. This was Naumen announced on April 1, 2025.

Naumen WFM Cloud uses data calls from telephony, builds an accurate forecast of the number of incoming calls and calculates the need for operators in terms of 15 minutes. Based on the forecast, it creates the optimal work schedule, automatically allocates breaks and weekends for operators of five customer support areas. Operators have access to a personal account where you can see the current schedule, monitor all changes in the schedule and control working hours. It became possible to upload reports on the number of hours worked for transfer to accounting and payroll.

It now takes up to a few minutes to calculate the time worked by the employee and analyze the workovers instead of several hours of report information in different tables. For 2 months of work in the system, the number of missed calls decreased by 2%, and the number of received calls increased by 8%.

Previously, we planned work schedules manually and could not distribute operators by hour, especially for 15 minutes. Naumen WFM Cloud made it possible to ensure an even load of our employees during the day, and the exact schedule increased the share of the operator's productive time to 75-78%, increasing the level of discipline, "said Tamara Zimina, head of quality control at Tonus.

The system covers the needs for load forecasting and operating time management of small contact center operators, and the test period allows you to test work scenarios for free. The cloud version of Naumen WFM Cloud is distributed by subscription and launches in just a few days, - said Roman Belyaev, Head of Naumen WFM.