A safe bet

Utilising Workforce Optimisation to streamline business operations across Europe, Australia and the USA.

The challenge

Provide system driven workforce management forecasting and scheduling for 950 agents across four countries

Established in 1988, our client is a FTSE 100 bookmaking business with extensive online and retail presence across Europe, Australia and the USA. Their brands are recognised across the world and employ over 4,000 people across the globe. As an innovator in their industry, the company employs 950 agents in their businesses, servicing customers on multiple channels (voice, e-mail, web-chat and social) across multiple time-zones. The company had a complex and primarily manual demand forecasting an agent scheduling process. This process did not allow agents to manage their schedules and shifts and made it difficult for the business to meet service levels. The client decided to go to market to identify a partner to work with in the design, deployment and management of an automated workforce management tool (WFM) that would allow their resource team to accurately forecast and budget head count requirement, allow agents to view and manage their schedules including annual leave and shift-swap requests and allow the contact center management team to monitor and manage schedule adherence and service level achievements in real-time.

The solution

Based on the complex requirements gathered over multiple business and technical workshops, Capstone proposed the Verint’s Workforce Optimisation (WFO) solution for long-term headcount forecasting, agent schedule and leave management and real-time adherence management. Capstone’s technical team integrated the platform to multiple client systems including Avaya, Volt Delta, Live Person, Genesys PureCloud (formerly Interactive Intelligence) and Northgate HR to collect historical and real-time volume, service level and agent information. Our team of expert business consultants then worked with the customers operational and human resources teams to document and create suitable agent profiles and working rules to allow system driven scheduling. In addition to core functionality, Capstone also deployed secure remote access to the system for agents via the Verint Mobile application to provide the team with secure remote access to their schedules and the ability to request leave and shift swaps from anywhere. Capstone also created a custom connector to the customer Northgate HR system to provide key information to the system for payroll.

Our solution included:

  • Verint Workforce Optimisation (WFO)
  • Advanced agent forecasting and scheduling
  • Real-time agent adherence reporting
  • Multiple system integrations
  • Engineering, Business Consulting and Support Services

The result

A highly automated and time efficient workforce management platform that accurately forecasts, schedules and reports on agent activity across multiple systems and global locations.


customers with the same excellent service access


connected global network


years of significant improvement – partnership breeds success

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