Case Study: Newcastle Strategic Solutions achieves greater efficiency and lower workforce costs with NICE Systems

Newcastle Strategic Solutions designs a more flexible, smart contact center with CXone Mpower with NiCE IEX WFM

Newcastle Strategic Solutions, which supports major UK banks with managed savings account services, needed a better way to manage its 450-agent contact center. Its workforce planning was largely manual, making it hard to fill staffing gaps, forecast demand, and right-size the team. The company turned to NICE Systems, using CXone Mpower and NiCE IEX Workforce Management to modernize scheduling and improve control over operations.

NICE Systems implemented a configurable WFM and CCaaS solution with Power BI dashboards, AI-patented forecasting, self-service scheduling, and interaction analytics. The result was a 10% efficiency gain, a 7.5% reduction in workforce costs, and better support during a record month of 100,000+ interactions. NICE Systems also helped Newcastle Strategic Solutions reduce repeat customer interactions and prepare for future AI-driven improvements.

Newcastle Strategic Solutions

Paul Air

Customer Operations Manager