Case Study: AT&T Mobility achieves real-time attendance visibility and 40-hour weekly savings with NICE Systems' IEX Workforce Management

AT&T - Customer Case Study

AT&T Mobility, a leading U.S. wireless provider with more than 77 million subscribers and 17,000 contact center agents across multiple sites, faced limited visibility and inconsistent KPIs across internally managed and outsourced contact centers. Disconnected systems and out-of-date vendor data disrupted forecasting and scheduling, made attendance reporting slow, and forced time-consuming manual processes for offline requests and vacation bidding.

AT&T implemented NICE IEX Outsource Manager and developed internal helper applications (Attendance reporting, Annual Bidding, and Closed Key) in partnership with NICE to unify data, automate processes and enforce consistent work rules. The solution delivered next-day attendance insight, vendor schedules integrated four weeks in advance, and 25–60% fewer support calls to workforce teams—saving about 40 hours per week—while improving average speed of answer, data accuracy, billing and forecasting, reducing admin workload and boosting employee morale.

AT&T Mobility

Stuart Bauman

Director of National Workforce Operations, AT&T Mobility