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- NICE Systems Case Study: State Highway Toll Authority
- This electronic toll collection agency, operating on behalf of the State Highway Authority, uses the TotalView Workforce Management system from IEX Corporation to ensure its contact centers run efficiently and are effectively staffed. TotalView has helped them realize a higher level of operational efficiency and effectiveness. Using TotalView, the agency...
- Tags: NICE Systems Ltd., TotalView, Real Estate, Advertising & Promotion, Call Centers, Business Operations, Marketing, It Operations
- Case studies
- NICE Systems Case Study: Tupperware
- Tupperware Corporation is one of the world's leading direct sellers, supplying premium food storage, preparation and serving items to consumers in more than 100 countries through its Tupperware brand. Tupperware's contact center, based in Orlando, Florida, previously used Excel spreadsheets to schedule its workforce. The manual process was time consuming...
- Tags: Contact Center, NICE Systems Ltd., Tupperware Corp., TotalView, Call Centers, Customer Relationship Management (CRM), It Operations, Enterprise Software, Software
- Case studies
- NICE Systems Case Study: Singlepoint
- Singlepoint, part of the Vodafone Group, delivers innovative services that have opened up a new world of mobile communication for nearly 2 million customers across Europe. To support its user community, Singlepoint runs a fast-paced contact center operation. Its agents handle about 25,000 calls per day, and they are committed...
- Tags: Contact Center, NICE Systems Ltd., TotalView, Call Centers, Customer Relationship Management (CRM), It Operations, Enterprise Software, Software
- Case studies
Additional Resources
- NICE Systems Case Study: Electric Utility
- One of the nation's largest distributors of natural gas in the United States uses the TotalView Workforce Management system from IEX Corporation to ensure its customer service operations run efficiently and are effectively managed. The utility uses the TotalView system's forecasting capabilities to develop schedules aligned with staffing requirements. The...
- Tags: Utility, NICE Systems Ltd., Sales Force Management, Product Marketing, Customer Relationship Management (CRM), Sales, Marketing, Enterprise Software, Software
- Case studies
- NICE Systems Case Study: A State Government Workforce Commission
- In order to effectively staff its centers to support the employers and job seekers that turn to this government agency for support, the organization implemented the TotalView Workforce Management system from IEX Corporation. The TotalView Workforce Management system is designed to help contact centers provide top notch customer service. Instead...
- Tags: NICE Systems Ltd., TotalView Workforce Management System, Advertising & Promotion, Government, Recruitment & Selection, Call Centers, Customer Relationship Management (CRM), Marketing, Human Resources, Workforce Management, It Operations, Enterprise Software, Software
- Case studies
- NICE Systems Case Study: Carlson Marketing Group
- The Carlson Marketing Group CMG understands that in today's increasingly complex marketplace, one thing is clear: Relationships always drive business results. To simplify business processes and boost customer satisfaction, CMG successfully transitioned from a single site to a global multisite environment using the IEX TotalView Workforce Management system. Before migrating...
- Tags: Carlson Marketing Group, NICE Systems Ltd., Call Centers, Customer Relationship Management (CRM), It Operations, Enterprise Software, Software
- Case studies
- NICE Systems Case Study: Vertex Data Science
- With a proven history of providing highly efficient outsourcing solutions for companies such as, Marks and Spencer, Vodafone, Westminster City Council, United Utilities and Lastminute.com Vertex recognises the importance of maintaining high efficiency levels in their contact centre operations. With 2,500 agents spread across seven sites using the TotalView system,...
- Tags: Agent, NICE Systems Ltd., Workforce Management, Recruitment & Selection, Real Estate, Human Resources, Business Operations
- Case studies
- NICE Systems Case Study: Alabama Power
- Alabama Power is an investor-owned electric utility that serves 1.3 million Alabama homes, businesses and industries. Alabama Power was on a quest to increase customer satisfaction and employee value. Scheduling was a manual, labor-intensive process performed by staffing teams. Forecasting was unpredictable and inaccurate - and it was difficult to...
- Tags: Contact Center, NICE Systems Ltd., Alabama Power, Call Centers, Customer Relationship Management (CRM), It Operations, Enterprise Software, Software
- Case studies
- NICE Systems Case Study: Spherion
- Every year, Spherion-managed call centers handle more than 7.5 million calls. Call Center Magazine has recognized the company in its Best Call Center awards. Earlier, the centers relied on Excel spreadsheets for workforce management. Spherion constantly changed agent skills or reprioritized to maintain service levels across skill sets. Often the...
- Tags: Agent, Call-center, NICE Systems Ltd., Call Centers, Real Estate, Customer Relationship Management (CRM), It Operations, Business Operations, Enterprise Software, Software
- Case studies
- NICE Systems Case Study: AT&T Consumer LD
- AT&T is the world's premier voice, video and data communications company. With more than 6300 agents fielding over 63 million calls per year, a reliable workforce management system is a necessity. The in-house scheduling and adherence systems AT&T had developed to handle these tasks were quickly becoming obsolete; they were...
- Tags: AT&T Corp., NICE Systems Ltd., Workforce Management, Recruitment & Selection, Human Resources
- Case studies
- NICE Systems Case Study: UNUM Provident
- UnumProvident insures a number of well known carriers, providing a benefits and claims service solutions designed to help people protect their incomes from the effects of illness or injury. The center relied on Excel spreadsheets and call histories, which required managers to adjust headcount, create schedules and plan training based...
- Tags: NICE Systems Ltd., UnumProvident, Microsoft Excel, Workforce Management, Microsoft Office, Operational Accounting, Office Suites, Software, Human Resources, Finance
- Case studies
- NICE Systems Case Study: TravelCLICK
- TravelCLICK's call center provides reservation sales and customer service resources to the hotel industry. Operating multiple call centers around the world, operational efficiency is mission critical for TravelCLICK. Due to the company's diverse client base, its Calgary, Canada-based contact center handles hundreds of different types of calls each and every...
- Tags: NICE Systems Ltd., TravelCLICK, Call Centers, Workforce Management, Recruitment & Selection, Customer Relationship Management (CRM), Real Estate, Product Marketing, It Operations, Human Resources, Enterprise Software, Software, Business Operations, Marketing
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- NICE Systems Case Study: SITEL Corporation
- SITEL Corporation supplies customer support services on behalf of many of the world's leading organizations. SITEL's scalable service capabilities and an exceptional track record in the delivery of first-class customer care are the primary reasons leading companies rely on SITEL. The company had a challenge of producing accurate long term...
- Tags: NICE Systems Ltd., SITEL Corp., Call Centers, Product Marketing, Customer Relationship Management (CRM), It Operations, Marketing, Enterprise Software, Software
- Case studies
- NICE Systems Case Study: Retail Company, Financial Services Division
- Some companies look at workforce management solely as a solution for inbound call centers, without taking the next step and applying those same best practices to outbound operations. With over 450 agents, the client saw a clear opportunity to improve the consistency and clarity of its scheduling rules for all...
- Tags: Agent, Financial Service, NICE Systems Ltd., Real Estate, Retail, Business Operations
- Case studies
- NICE Systems Case Study: Worldspan
- Georgia-based Worldspan is a leading provider of technology resources for travel suppliers, travel agencies, e-commerce sites and corporations worldwide. Worldspan provides comprehensive electronic data services that enable consumers to search and book travel and travel-related services from approximately 800 suppliers around the globe. They required a tool that would make...
- Tags: Worldspan, Contact Center, NICE Systems Ltd., Call Centers, Customer Relationship Management (CRM), It Operations, Enterprise Software, Software
- Case studies
- NICE Systems Case Study: Healthcare Support Services
- This healthcare support services company operates contact centers with more than 600 agents that help people address health, well-being and work-life issues. The company also provides self-care publications and offers customer support. It takes a diverse group of agents, including work-at-home staff, to handle the wide range of services managed...
- Tags: Contact Center, Health Care, NICE Systems Ltd., Call Centers, Vertical Industries, Real Estate, Benefits, Healthcare, Customer Relationship Management (CRM), It Operations, Enterprise Software, Software, Business Operations, Human Resources
- Case studies
- NICE Systems Case Study: Bank of Montreal
- Bank of Montreal's call centers provide a broad spectrum of traditional telephone-based banking and financial services to its customers. A key objective of their call center operations is to give their customers more convenient access to the bank's services. The bank has experienced tremendous growth, so the challenge was to...
- Tags: Bank, Call-center, NICE Systems Ltd., Bank Of Montreal, Call Centers, Financial Services, Customer Relationship Management (CRM), It Operations, Enterprise Software, Software
- Case studies
- NICE Systems Case Study: Leading Check Printer
- This leading supplier of software and printed products for the financial market was looking for ways to reduce costs and improve service delivery. In support of these goals, the organization needed to implement an automated workforce management system in its contact center operations. Earlier, the centers relied on Excel spreadsheets....
- Tags: Printer, Contact Center, NICE Systems Ltd., Call Centers, Workforce Management, Recruitment & Selection, Customer Relationship Management (CRM), It Operations, Human Resources, Enterprise Software, Software
- Case studies
- NICE Systems Case Study: AAPT Limited
- AAPT Limited, part of the Telecom New Zealand Group, is one of Australia's three largest telecommunications carriers. AAPT is committed to driving competition in the Australian telecommunications market through high quality and competitively priced communications services. As part of this commitment, AAPT runs contact centers, with 400 agents spread across...
- Tags: NICE Systems Ltd., AAPT Ltd., Workforce Management, Recruitment & Selection, Telephony, Telecom & Utilities, Telecommunications, Human Resources, Networking
- Case studies
- NICE Systems Case Study: Cross Country Group
- Cross Country Motor Club CCMC is the leading provider of automotive customer service programs in North America, with over 20 million motorists relying on their call center operations for fast, reliable roadside assistance. When a telephone rings at the CCMC, chances are the person at the other end of the...
- Tags: NICE Systems Ltd., Cross Country Motor Club, Call Centers, Customer Relationship Management (CRM), Telecom & Utilities, It Operations, Enterprise Software, Software
- Case studies
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