wfm buddy

What wfm buddy does

WFM Buddy, operating as a product of Prime Contact Software Solutions B.V. headquartered in Almere, Netherlands, provides mobile and web workforce management tools that extend Genesys WFM for contact center environments. The product portfolio consists of two components: the Buddy App, a native mobile application (iOS and Android) for front-line agents enabling schedule access, shift trading, overtime acceptance, work preference submission, time-off requests, and sickness or late-arrival reporting; and Buddy Cockpit, a planner and manager dashboard offering real-time and historical schedule adherence visibility, automated intra-day change handling, and broadcast messaging. The platform integrates natively with Genesys Cloud CX WEM, Genesys Multicloud CX WFM (deployed on Azure and AWS), and Genesys Engage WFM (on-premise or hosted), and leverages existing Genesys user administration, eliminating the need for separate identity management.

The company operates a per-agent SaaS subscription model with annual billing and quote-based pricing targeting enterprise contact centers running Genesys WFM. Its go-to-market is hybrid: product-led growth via the iOS and Android app stores combined with Genesys AppFoundry marketplace discovery, layered with a sales-assisted enterprise motion through demo requests and downloadable brochures. WFM Buddy holds ISO 27001, SOC 2 Type II, GDPR-aligned, and EcoVadis Bronze certifications, and is an official Genesys technology partner listed on the Genesys AppFoundry. Its customer base spans banking, insurance, telecommunications, media, government, and nonprofit fundraising across the Netherlands, Norway, Denmark, Sweden, Finland, Belgium, Australia, and New Zealand, with named enterprise accounts including Nordea (2,400+ agents across four countries), Achmea (3,000+ agents), DNB (1,300 agents), Vodafone Australia, TPG Telecom, Telia, ANZ, and Zilveren Kruis. The company claims quantifiable outcomes including a 10% improvement in schedule adherence at a 1,500-agent telecommunications customer and an 80% reduction in manual intra-day changes for planners.

The business is privately held, founder/management-controlled, shows no external investors or institutional funding in the source material, and has not disclosed revenue or headcount. Operating status is active with an ongoing customer base across eight countries.

Name

wfm buddy

Legal name

Prime Contact Software Solutions B.V.

Website

https://wfmbuddy.com

Company type

Private

Operating status

Operating

Short description

WFM Buddy provides mobile and web workforce management tools that extend Genesys WFM to contact center agents, planners, and managers. It sells per-agent SaaS subscriptions to Genesys WFM customers across banking, insurance, telecom, media, government, and nonprofit sectors in Europe and Oceania.

Ownership category

akta.pro rank

Product category

Workforce Management Software

akta.pro primary industry

Contact Center Operations & Tools (ACD/IVR/CRM/WFM) (EDABACAA)

akta.pro secondary industries

Workforce Management & Scheduling Practices (EDABACAL), Customer Experience (CX) Quality, Training & Workforce Management (WFM) (BPAAAAAJ)

Keywords

• Workforce management software
• Contact center solutions
• Mobile WFM app
• Genesys integration
• Schedule adherence tools

Headquarters

HQ city

Almere

HQ country

Netherlands

HQ region

Europe

Offices1 record

Markets served

GTM type

B2B

Offering type

Software

Cost components

Personnel, Technology or R&D, Marketing or Sales, Operations, Infrastructure

Revenue model

1. SaaS Subscription (Per Agent): WFM Buddy is sold as a SaaS subscription, typically on a per-agent or per-seat basis. Pricing is not publicly disclosed and appears to be negotiated based on deployment size and Genesys WFM platform. Revenue is recurring in nature, aligned with subscription/subscription_recurring model.

Pricing tiers

Go-to-market motion2 records

Distribution channels3 records

Marketing channels6 records

Core offering

WFM Buddy provides a SaaS mobile workforce management solution that extends Genesys WFM capabilities to contact center agents' smartphones and to planners/real-time analysts via a management dashboard. The Buddy App enables agents to view schedules, trade shifts, submit work preferences, accept overtime, request time-off, and report sick/late status from a smartphone. Buddy Cockpit provides managers and planners real-time and historical schedule adherence visibility, automatic intra-day change handling, and broadcast messaging, integrating natively with Genesys Cloud CX WEM, Multicloud CX WFM, and Engage WFM.

Product overview

WFM Buddy is a unified workforce management mobile solution built as an add-on for Genesys WFM platforms. The portfolio consists of two integrated products: (1) the Buddy App — a mobile application for contact center agents enabling schedule access, shift trading, work preferences, overtime acceptance, and time-off requests from any smartphone; and (2) Buddy Cockpit — a management dashboard for planners and real-time analysts providing real-time/historical adherence visibility, automated intra-day change handling, and broadcast messaging capabilities. Both products leverage Genesys user administration and are designed to work together as a complete WFM ecosystem.

Differentiator

Problem solved

Functional benefit

Products and services

• Buddy App A mobile workforce management app for contact center agents that extends Genesys WFM features to their smartphones. Agents can view schedules, trade shifts with a swipe, submit work preferences, accept overtime, request time-off, and report sick/late/recovered status from anywhere. Designed for Genesys WFM users at enterprise contact centers.
• Buddy Cockpit A management and planner dashboard that provides real-time and historical schedule adherence visibility, automatic intra-day change handling (sickness, late arrivals), broadcast messaging to agents, and single-view coverage management. Built for WFM planners, real-time analysts, and contact center managers using Genesys WFM platforms.

Quantifiable outcome

• 10% improvement in schedule adherence (telecommunications company, 1500+ agents)
• +3 more outcomes

Named customers21 records

Segments3 records

Ideal customer profiles1 record

Technology focussed Yes

API detail

Has API

No

API docs

API detail

Core technology

AI maturity

App detail

Integration4 records

AI capability2 records

Feature6 records

Partnerships

Two partnerships are on record, tiered core.

• GenesyscoreTechnology or IntegrationOfficial Genesys technology partner listed on the Genesys AppFoundry marketplace. WFM Buddy integrates with all major Genesys WFM platforms: Genesys Cloud CX WEM, Genesys Multicloud CX WFM (Azure, AWS), and Genesys Engage WFM (on-premise or hosted). The partnership enables WFM Buddy to extend Genesys WFM capabilities to mobile devices for agents, managers, and planners.
• Prime Contact Software Solutions B.V.coreOthersPrime Contact Software Solutions B.V. is the parent company and legal entity behind WFM Buddy, headquartered in Almere, The Netherlands. Prime Contact develops workforce management solutions and manages sales, delivery, support, and security operations for WFM Buddy. The company is ISO 27001 and SOC 2 Type II certified.

Scale indicators4 records

Recent moves6 records

Expansion highlights6 records

Broad incumbents

• Verint Workforce Management: Established enterprise WFM suite vendor whose products WFM Buddy's customers have migrated away from (per telco case study). Competes indirectly as a broader WFM platform with mobile and adherence functionality bundled into a full suite.
• Calabrio (Calabrio ONE): Cloud-native WFM and workforce engagement suite for contact centers. Comparable as a broad-incumbent WFM vendor with mobile-friendly scheduling, adherence, and intraday management features that compete for the same Genesys/Verint-replacement budgets as WFM Buddy.
• Genesys: Provider of the Genesys WFM and WEM platforms that WFM Buddy extends. Comparable as the underlying platform vendor with potential to launch native mobile WFM capabilities that compete directly with WFM Buddy.
• NiCE (formerly NICE) Workforce Management: Large enterprise WFM suite vendor (incorporating Teleopti and Aspect WFM). Comparable as a broad incumbent offering end-to-end workforce engagement including scheduling, adherence, and mobile agent capabilities that overlap with WFM Buddy's modules.
• Aspect Workforce Management: Legacy enterprise WFM suite (now part of NiCE) used by large contact centers. Comparable as a broad incumbent offering scheduling and adherence management across multi-site enterprise deployments served by Genesys customers.

Others

• Five9 Workforce Management: CCaaS provider offering native WFM and quality management within the Five9 Intelligent CX Platform. Comparable as an adjacent ecosystem player; while tightly coupled to Five9 rather than Genesys, it represents a bundled alternative to standalone WFM add-ons like WFM Buddy.

Direct peers

• Assembled: Modern cloud WFM and workforce engagement platform built for contact centers, with scheduling, forecasting, and adherence tools plus integrations into CCaaS platforms. Comparable as a direct WFM peer competing for the same Genesys/contact center software budget with a more modern cloud-native approach.

Emerging players

• injixo (InVision): Cloud-based WFM solution for contact centers with scheduling, forecasting, and adherence. Comparable as an emerging European WFM player with overlap on the same Genesys-replacement and contact center scheduling use cases.
• Tymeshift: Workforce management platform for contact centers offering scheduling, time-off, and shift trading. Comparable as an emerging WFM peer with mobile-first agent self-service that overlaps with WFM Buddy's core feature set.
• PlayVox: Workforce engagement and quality management platform for contact centers. Comparable as an emerging WEM player with overlap on agent scheduling, adherence, and engagement features that compete for the same contact center software wallet.

Market position

Strengths4 records

Weaknesses4 records

Competitive moat4 records

Key risks6 records

Key highlights6 records

Customer concentration

• LinkedInlinkedin.com/company/wfmbuddy

Compliance3 records

Revenue estimate

Valuation estimate

Number of profiles

Profiles1 record

Funding overview

Funding rounds

Investors

Funding detail is available on the Subscription and Enterprise plan.Contact sales →

M&A

Investments

M&A and investment is available on the Subscription and Enterprise plan.Contact sales →

Frequently asked questions about wfm buddy