Case Study: a North American financial services company boosts workforce management efficiency with Capgemini

A financial services company uses intelligent automation to drive workforce management efficiency

The customer, a North American financial services company, partnered with Capgemini to address its challenge of improving efficiency and expanding the scope of its workforce management team. Their goal was to leverage new technology and intelligent automation to free up the team's time for additional responsibilities.

Capgemini implemented an intelligent automation solution centered around the Genesys Administrator & Aspect tool. This transformed the company's workforce management processes, introducing frictionless forecasting and automated quality control. The results included improved efficiency, a greater capacity to identify scheduling errors, and reduced operational costs. This success allowed the scope of the project to expand, adding four FTEs to the team without increasing overall costs.