Argus WFM CC platform is implemented in Pari contact center

2025: WFM System Implemented in Contact Center

On November 6, 2025, STC ARGUS announced to TAdviser the implementation of a project to implement the Argus WFM SS platform in the contact center-booker company PARI.

About the project

According to the company, the PARI contact center is more than 80 operators and group leaders working in several service areas.

Before the introduction of the WFM platform, planning was carried out in Google tables. Each manager or supervisor conducted his own site, which led to inconsistencies, duplication of exits, weak control of rest standards and inaccuracy of load forecast. As a result, more shifts were laid than necessary, the plan-fact was difficult to compare, which increased the number of changes.

In 2024, there are not many available solutions on the Russian market, and stability, functionality and cost of ownership are important for PARI - according to these criteria, ARGUS WFM CC was chosen.

Project objectives

• Move away from manual tables and reduce the human factor
• Optimize forecast accuracy and achievability of the plan-fact
• Clean up schedules: rest, lunches, breaks, rotation of shifts
• Make planning transparent to managers and clear to operators (personal account, mobile access)

Project implementation

• Load prediction. Data sources: UIS (telephony) and Usedesk ( cases). At the stabilization stage, PARI temporarily switched to a fixed AHT for Usedesk channels due to incorrect duration in the log, continuing to fine-tune UIS. We switched from annual to quarterly production, added growth ratios and adjustments for events/seasonality. As a result, the team reached a prediction accuracy of up to 90% (according to the observation period within the project).
• Schedule planning and adjustment. The main work area is the correction of schedules: vacations, shifts, permutations within groups. The practice of "4 shift options" for large groups (first support line): morning, afternoon, evening and "midnight" windows with a start step of 3 hours - the employee chooses a comfortable range, and the system keeps the balance of supply/demand by hour. Annual issues are laid in advance and then validated monthly before plotting so that the system closes the windows correctly.

Now the system builds the graph itself, and our task is only to make minimal changes. It saves time and reduces stress. narrated by Daniil Yeliseyev, PARI Contact Center Analyst

• Control of the regime and regulations. The schedule takes into account lunches and breaks; the rules have become more flexible (the possibility of the first break an hour after the start of the shift), while compliance with the norms is monitored.

At first, the transition from Excel was perceived with caution, but over time the questions disappeared. New employees immediately start working in the system. told Daniil Yeliseyev, PARI Contact Center Analyst

• Integration and accounting of working hours. 1C: night synchronization, setting up the transfer of timesheets "by employee/by date/by group" instead of full unloading helped to get rid of a lot of unnecessary edits. Personal account/mobile application/web version: operators see shifts and work with applications, training is supported by a bot instruction.

Results

• Forecast accuracy: Up to 90% - foundation for uniform load coverage
• Reduction of manual labor: In Excel, scheduling took more than a week, and after switching to ARGUS WFM SS, the volume of manual edits steadily decreases
• Automation: The system is increasingly building a graph completely automatically, and the role of the scheduler is point correction
• Reducing workovers: Load monitoring and clear withdrawal rules have reduced unnecessary workovers
• Optimization of conditions: Schedules have become more predictable, lunch/break planning helps to keep the balance of load and rest
• Integration with 1C: Point transfer of timesheets removed corrections and renegotiations
• Positive feedback: After the adaptation period, the questions faded; new employees begin work immediately in the system

PARI always strives for digital transformation. We chose ARGUS WFM CC to move from manual processes to smart contact center management. We can already assess the result: less manual work and additional opportunities for development. supplemented by Dmitry Ustimenko, Head of PARI Technical Project Implementation