A North American multinational financial services company partnered with Capgemini to enhance its workforce management (WFM) team by introducing intelligent automation. This collaboration aimed to improve efficiency and expand the team's focus. Together, they implemented tools such as Genesys Administrator & Aspect to automate real-time activities, workforce scheduling, and quality control. This led to reduced operational costs, improved forecasting, and the ability to identify scheduling errors more effectively. The partnership resulted in increased resource utilization, allowing the WFM team to focus on additional tasks and deliver consistent, high-quality service.

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