Case Study: Datamétrica achieves faster issue resolution and improved operational efficiency with Genesys Workload Management

Datamétrica transforming service operations for dramatically improved results

Datamétrica, a Recife-based outsourcing provider with 5,000 employees, operates contact centers and a large back-office service desk that handles hundreds of thousands of technical service requests each month. The company struggled with three unintegrated legacy systems, manual task selection (agents spent about 43 minutes per day choosing work), poor visibility into KPIs, long and unpredictable resolution times, and unnecessary onsite visits.

Datamétrica partnered with Genesys to deploy Workload Management, the CIM platform, outbound automation, reporting and dashboards to automate routing, prioritize work by SLA, skill and customer segment, and provide real-time operational visibility. Within the first month they eliminated manual work selection, improved AHT and SLA adherence, reduced onsite visits by increasing remote resolutions, and gave managers the data to make intraday decisions—delivering faster resolutions, higher productivity, and a better customer experience.

Datamétrica

Alberto Porto

Executive Director