Case Study: TelecomExpress achieves 80%+ agent utilization and streamlined forecasting with Genesys Workforce Optimization

TelecomExpress uses Genesys to automate resource planning and agent scheduling to reach and exceed service and productivity targets

TelecomExpress, a Russian contact-center outsourcing leader with 2,500 employees serving 150+ clients and handling over 100,000 daily calls across seven sites, needed to optimize workloads and boost agent efficiency. Reliance on historic, imprecise data made it hard to meet a key productivity target—having agents busy 80% of the day—and complicated resource planning for changing client demands and future projects.

The company deployed Genesys Workforce Optimization to automate forecasting, centralize scheduling and train managers in data-driven planning. The solution provides accurate demand forecasts, synchronized schedules, real-time adherence tracking, reminders and a shift-trading feature that preserves HR rules. As a result, daily operations are easier to manage, forecasting is far more reliable, agents exceed the 80% utilization target, and TelecomExpress can scale to meet demand without unnecessary headcount increases.

TelecomExpress

Vyacheslav Beketov

Chief Operating Officer