WFM Buddy is so easy to use.
I love it!
- Planner

Leading media company

Business case

  • Agents love using Buddy. WFM features are available on their smartphones and can be used whenever they like
  • Planners can send important (broadcast) messages to agents via the Buddy app or Genesys Workspace (agent desktop)
  • Zero (!!) delay for planners reacting to (or acting on) bad coverage when agents report late/sick/better.

Use case

This customer is the country’s leading media company providing (online) news paper, (online) magazines and radio/TV/online media channels. This customer is running a customer service department the size of 150 agent seats in a single location.

Objective for this customer was to:

  • Enable agents to work remotely (e.g. from home)
  • Empower agents to (remotely) provide their working preferences and trade shifts

WFM Buddy provides the agents with a smartphone app that allows them to verify their schedules anytime and anywhere. Agents can submit their working preferences, time-off requests, and can easily trade shifts with their colleagues. When sick or recovered, agents can update their status via WFM Buddy, which will automatically be updated in Genesys WFM and reported to supervisors and planners.