Case Study: Slovak Telekom achieves 43% more solved cases and improved SLAs with Genesys iWD

Slovak Telekom Optimizes Workload Management to Improve Customer Service

Slovak Telekom, Slovakia’s largest telecom provider, faced a saturated mobile market and rising competitive pressure to reduce costs and meet public service commitments. Its customer service was hampered by manual task distribution, no central skills management, lack of visibility into SLAs and agent utilization, and a sprawling 2,100-task taxonomy that enabled agents to “cherry pick” work and prevented consistent service delivery.

The company implemented Genesys Enterprise Workload Management (iWD), simplifying task classifications, automating prioritization and distribution, blending voice and non‑voice work, and adding real‑time monitoring. Since rollout, solved cases rose 43% (to 502,913), tasks handled increased 26% (64k to 81k) with the same staffing, service complaints fell 26%, average service levels improved 19%, agent capacity grew 8%, SLAs shortened, and supervisors shifted from manual queue management to coaching.

Slovak Telekom

Margita Heckova

CRM Development Manager, Slovak Telekom