P-Direkt is the innovative HR service to and for the national government. P-Direkt ensures that the 120,000 civil servants can manage their own personnel data on their own as much as possible. Leave of absence, salary information and HR administration. For specific questions about legislation in the area of personnel and salary administration, the P-Direkt contact center is the key contact point for its employees.
Delivering a cloud based NICE WFM solution, BrightContact works closely with P-Direkt’s contact center department delivering a Workforce Management System (WFM) temporarily from the cloud for approx. 1000 agents. BrightContact’s role is to host the NICE application in the cloud, deliver on site activities and work very closely with the client.
The WFM- implementation, which is temporarily cloud-based, has led to a demand-driven optimization of assigning the right skills, at the right time and the right employee for optimal customer satisfaction. Through the use of WFM the capacity and employability is further optimized in the Contact Center and the customer satisfaction further improved.