Rostelecom transferred workforce management for 9,000 customer service employees to the Naumen WFM platform - CNews
Summary
Rostelecom moved workforce management for 9,000 customer service employees onto Naumen WFM. The company replaced Teleopti with the Naumen platform and rolled out the system across more than 70 service centers in four months. The platform now supports scheduling, staffing, and performance management for around 50 planning and service parameters. Rostelecom says the switch improved service-level adherence and helped raise efficiency by reducing manual planning work. This deployment highlights a large-scale enterprise software use case in contact-center workforce management.
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$10M to $25M