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.
BrightContact has worked closely with the P-Direkt contact center department to deliver a temporary cloud based NICE WFM solution for approx. 1000 agents. After 2 years the cloud based solution has been migrated by BrightContact to a on-premise NICE WFM solution hosted by the IT provider of P-Direkt (SST-ICT).
Currently BrightContact is handling the functional and technical support of the on-premise NICE WFM solution.
The WFM- implementation, 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.