by Larry Mead, Kate Kompelien and Kurt Schroeder
Nationwide Utilizes Avtex's WFM Adapter for Genesys Cloud to Maximize WFM Performance in New Cloud Environment
In this case, Avtex already had an existing WFM adapter that Nationwide could use to reduce its initial deployment time down to just a few hours. From there, Avtex worked on building new capabilities to provide the ability to quickly configure thousands of reporting combinations and create valuable process and call routing efficiencies.
We were kind of dead in the water when we realized we couldn't bring our contact center into WFM. So, we were faced with finding a solution that could quickly and comprehensively do this for us or settle for tackling spreadsheets by hand to accommodate our complex skill-based reporting rules.Kelly Manne, Software Engineer Specialist | Nationwide