Founded in 1865 to finance trade between Asia and the West, today HSBC is one of the world’s largest banking and financial services organizations serving around 38 million customers worldwide. HSBC’s aim is to be acknowledged as the world’s leading and most respected international bank.
HSBC Global introduced a completely new Genesys platform including routing, reporting and workforce management within all Contact Centers. BrightContact, as a Genesys business partner, provided assistance for the development of the workforce management requirements considering multiple HSBC branches across the world. After the requirement phase, all the configurations were successfully implemented and tested together with HSBC and BrightContact. BrightContact also delivered training sessions to the Forecasters, Planners and Traffic managers for effective business flow.
Using the same Genesys Workforce management application in all the contact centers across several countries, global standards are now introduced. Customized reports from Genesys WFM contains information of all HSBC branches, maintaining streamline business flow all over the world. Collaboration for all the countries is now introduced by the implementation of a global Genesys WFM application, which helps HSBC to continuously optimize their workforce globally under one umbrella.