KPN (Koninklijke KPN N.V.) is a leading Dutch fixed and mobile telecommunications company headquartered in Rotterdam, serving approximately 6.3 million customers. As part of its long-term business strategy, KPN identified Workforce Management as a critical pillar to support its contact center operations and to strengthen its customer service performance.
To meet these objectives, KPN required a future-proof WFM platform integrated with its Genesys Cloud contact center, capable of supporting omnichannel service delivery, improving productivity, and increasing operational flexibility.
BrightContact partnered with KPN to implement and optimise NICE IEX Workforce Management (WFM) and Employee Engagement Manager (EEM) within a Genesys Cloud environment for over 4,000 agents. The project enhanced forecasting, scheduling, and intraday management capabilities, enabling KPN to improve service efficiency, agent engagement, and customer satisfaction.
BrightContact delivered an integrated WFM and EEM solution within Genesys Cloud, providing accurate forecasting, automated scheduling, and real-time adherence monitoring. The implementation included AI-based forecasting models, proactive agent notifications, and automated workflows for managing time-off requests and shift changes. As a result, KPN achieved improved workforce utilisation, higher employee engagement, and a more agile, responsive contact center operation.
