Alight agents also use the Genesys Tempo™ mobile app to manage their schedules. They can see when they are scheduled to work, request days off and receive notifications about schedule changes.
“It’s a very handy application, and we are taking full advantage of that,” said Sharma. “The Tempo app is critical for our workforce management ecosystem.”
In addition, the Alight team introduced gamification several months ago to help engage and motivate its agents.
“Our teams enjoy seeing where their metrics fall in real time throughout the day, week and month,” said Michelle Lake, Client Leader, Customer Care at Alight. “It’s not only about seeing their own scores but how they weigh against peers in their group. For managers, it helps drive opportunity with their teams while also allowing them to have fun with agents at the same time.”
Greater uptime, lower costs
Overall spending by its IT and contact center partners has decreased by 40%. Those savings include the retirement of 10-plus legacy systems, a reduced server footprint and time saved in managing vendor relationships. Likewise, its partners no longer must house equipment in the company’s data centers and pay for multiprotocol label switching connections.
Before, if systems went down, clients couldn’t perform critical tasks like checking their health benefits. Now, that’s much less likely.
“With an omnichannel platform like Genesys, we’ve gone from multiple disaster recovery strategies, business continuity plans and platforms to just one with Genesys Cloud hosted on AWS for high availability,” said Sharma. “It’s been very stable, and our total number of incidents have reduced significantly.”
Accelerating innovation
The innovation pipeline shows no signs of slowing. Alight is currently developing IVR voicebots.
“With Genesys, you’re free to select your own AI partner,” said Sharma. “However, we decided to leverage Genesys AI for our bots through Dialog Engine Bot Flows and the integrated knowledge workbench.”
