Sberbank has completed the migration of all its contact centers to a proprietary workforce management platform named SmartWFM. The system replaces previously used foreign software and is designed to handle scheduling for 17,000 employees.
The platform manages daily operational tasks, including shift scheduling, breaks, vacations, and training sessions. It accounts for varying workloads across different communication channels and specific business requirements for each center.
SmartWFM utilizes a genetic algorithm to generate schedules. This approach allows the system to evolve potential configurations rather than testing every combination, ensuring high speed and accuracy for large-scale operations.
The new solution is part of the SmartContact product line. According to Kirill Menshov, Senior Vice President and Head of Technology at Sberbank, the platform provides a foundation for future development of personnel management tools across other large departments.