Case Study: Affiliated Computer Services, Inc. boosts productivity and wins new business with NICE Systems' IEX Workforce Management

Affiliated Computer Services, Inc - Customer Case Study

ACS, a Xerox company and global leader in business process and IT services, used its 2,500-agent BPS Communications operation across five U.S. centers to compete more effectively in a crowded outsourcing market. ACS needed to leverage its NICE IEX Workforce Management investment to better forecast intraday staffing, address over- and understaffing, reward high performers with preferred schedules, and offer greater schedule flexibility to improve agent satisfaction and client service.

ACS replaced Excel- and Avaya-based scheduling with NICE IEX across its center community, using powerful forecasting, intraday analysis, and a new "mini-bid" schedule process that ranks agents by performance to assign prime shifts. The initiative eliminated schedule-related attrition, boosted agent productivity through performance-driven incentives, and helped ACS win significant new business—including a Fortune 50 wireless provider—while supporting job growth and improved client service.

Affiliated Computer Services, Inc.

Dan Bower

Director of Resource Planning, ACS