Datamétrica

Transforming service operations for dramatically improved results

Datamétrica, headquartered in Recife, Brazil, has 5,000 employees and offers contact center and other business services. In its outsourcing segment in Brazil, Datamétrica has two contact center sites that deliver front line assistance in sales, collections, service desk, and customer care—including back-office support to analyze and monitor service request resolution.

Datamétrica partnered with Genesys to introduce Genesys Workload Management into a 120-seat back-office operation. This operation’s 15 teams of 320 technical agents handle technical issue resolution for more than 390,000 service requests per month from the triple-play consumers of a large Brazilian telecommunications company.

Benefits

Definition of skill for employees
Unproductive time dropped from 43 minutes to none
Better and assertive monitoration
Enhanced customer experience

Challenges

Automating manual tasks
Gaining greater workload visibility
Increasing workforce utilization
Improving KPIs

Product

Genesys^TM solution

Solutions

Read the customer story

“We were confident with the right software solution that we would be able to align the power of our people and leadership to resolve our service problems. With Genesys, we are succeeding every day in improving operational performance, and providing our customers with the best possible service.”

Alberto Porto, Executive Director, DATAMETRICA

+1.888.436.3797

Genesys empowers more than 8,000 organizations in over 100 countries to improve loyalty and business outcomes by creating the best experiences for customers and employees. Through Genesys Cloud, the #1 AI-powered experience orchestration platform, Genesys delivers the future of CX to organizations of all sizes so they can provide empathetic, personalized experience at scale. As the trusted, all-in-one platform born in the cloud, Genesys Cloud accelerates growth for organizations by enabling them to differentiate with the right customer experience at the right time, while driving stronger workforce engagement, efficiency and operational improvements.