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Nationwide utilizes WFM Adapter for Genesys Cloud to maximize workforce performance

Industry
Insurance
Services Provided
Contact Center Technology
Company Size
25,000+
Region
North America
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The challenge

Nationwide, an insurance and financial services company, saw a need to create a more agile business model by moving the company's massive contact center footprint to the cloud. To maximize this new cloud solution, Nationwide needed the ability to efficiently ingest detailed contact center data from its new cloud contact center into its Nice WFM tool to make informed scheduling decisions.

The solution

In this case, TTEC Digital already had an existing workforce management (WFM) adapter that Nationwide could use to reduce its initial deployment time to just a few hours. From there, TTEC Digital worked on building new capabilities to provide the ability to quickly configure thousands of reporting combinations and create valuable process and call routing efficiencies.

The result

Now, Nationwide is beginning to see the full potential of WFM on contact center performance. The business units deployed in the cloud are better able to assess the peaks and valleys of their contact volume and are passing on those insights to agents — allowing more than 1,000 contact center leaders and associates to plan for their workloads and take control of their own schedules.

“We were kind of dead in the water when we realized we couldn't bring our contact center into WFM. So, we were faced with finding a solution that could quickly and comprehensively do this for us or settle for tackling spreadsheets by hand to accommodate our complex skill-based reporting rules.”
Kelly Manne, Software Engineer Specialist | Nationwide