Case Study: Swinton Group achieves faster call handling, 40 FTE cost savings and +11% NPS with NICE Systems

Automation Benefits Employees, Customers, and the Bottom Line

Swinton Group, a UK insurance retailer with a Manchester contact center of 450 frontline agents handling about 2.4 million annual contacts, set out to streamline workflows and centralize workforce management within a nine-month transformation. The challenge was replacing multiple bespoke in‑house systems with a single WFM solution while keeping agents engaged and maintaining service quality.

Swinton deployed NICE Advanced Process Automation—using both attended (NEVA Assist) and unattended robots—working closely with frontline staff in a phased rollout (branded “Winston”) to simplify and automate routine tasks. The automation cut average handle time by ~50 seconds (nearly 3 minutes on new-business sales), reduced hold and wrap time, delivered cost savings equivalent to 40 FTE, increased capacity by 7,781 calls per month, and lifted NPS by 11 percentage points, with positive feedback from employees, customers, and regulators.

Swinton Group

John Mackey

Automation Manager