The transition included structured training, extensive testing, and data driven scheduling guidance. TTEC Digital also integrated SmartApps to streamline member authentication and prevent fraud within the new platform. Finally, the team built custom forecasting models and trained leaders to use data for scheduling and ongoing optimization. By migrating their on-premises contact center to Genesys Cloud and implementing WFM capabilities, 4Front transformed their operational efficiency. Most notably, they achieved a 58% reduction in overflow calls sent to their third-party partner, keeping more interactions in-house. This approach allowed 4Front to lower operating expenses, speed up service delivery, and reduce handle times, all while providing a more consistent and professional member experience.
