Case Study: Datamétrica transforms service operations and reduces idle time with Genesys Workload Management

Datamétrica cuts idle time from 43 minutes to zero with Genesys

Datamétrica, a company running a help desk for back-office technical support, faced challenges due to inefficient manual processes. Their agents wasted time manually selecting service requests using three disconnected legacy systems, and management spent excessive effort on manual reporting to track team performance. To address this, they partnered with vendor Genesys.

Genesys implemented its Workload Management solution for Datamétrica's 320-agent operation. The solution automated task distribution and provided robust analytics. This allowed the company to retire its three legacy systems, eliminate a previous average of 43 minutes in agent idle time, and establish accurate, automated supervision and performance tracking.

Datamétrica