Case Study: AvantGuard Monitoring Centers achieves $550K savings and scalable efficiency with NICE Systems WFM & EEM

AvantGuard Increases Efficiency Amid Rapid Growth with WFM and EEM

AvantGuard, a leading wholesale alarm monitoring provider, faced the challenge of scaling operations quickly after rapid growth from acquisitions. With about 600 largely part-time, university-based agents and no formal workforce tools, scheduling and forecasting were done manually via spreadsheets, email, and chats—causing errors, high supervisor load, and risks to service levels, retention, and agent satisfaction.

Working with NICE Value Realization Services, AvantGuard implemented NICE IEX Workforce Management and Employee Engagement Manager to automate forecasting, scheduling, intraday optimization, and mobile self-service for agents. The changes eliminated the attendance line and much of the scheduler role, delivered visibility and real-time adjustments, and produced roughly $550K in savings in the first seven months (with $940K expected over the next 12 months), cut one scheduler FTE, improved occupancy, reduced AHT and time-to-first-action, and maintained service levels while adding 300,000 accounts.

AvantGuard Monitoring Centers

Justin Holmes

Workforce Management Manager