Nationwide Workforce Management Adapter Implementation

This case study outlines the implementation of a Workforce Management (WFM) adapter for Genesys Cloud at Nationwide, a leading insurance company. The document details the challenges faced by Nationwide when transitioning from on-premises solutions to a cloud-based contact center, highlighting the need for efficient data integration into their WFM tool. TTEC Digital was engaged to assist in this integration, leveraging their expertise in creating standardized WFM adapters. The deployment process was expedited, taking only a few weeks, which allowed Nationwide to quickly adapt to the new cloud environment. The WFM adapter aggregates interaction data from Genesys Cloud, optimizing it for use in WFM systems. As a result, Nationwide has begun to experience improved service levels and enhanced agent satisfaction. Future plans include migrating additional business units to the cloud and further maximizing the capabilities of the WFM solution, ultimately aiming to improve operational efficiency and customer interaction management.