Case Study: Beacon Health Options achieves nearly 100% service-level adherence and centralized workforce management with NICE Systems Workforce Management (WFM)

Beacon - Customer Case Study

Beacon Health Options, a behavioral healthcare management company headquartered in Boston with 70+ locations and 4,700 employees serving millions, operates contact centers in New York, Massachusetts, Florida and California. After several mergers the company lacked a centralized workforce management program, leaving sites with siloed processes, manual scheduling and poor forecasting that made it hard to meet service-level guarantees and maintain operational consistency.

Beacon partnered with NICE — deploying Engage Recording, Workforce Management (WFM) and Value Realization Services (VRS) — to standardize staffing models, agent templates and forecasting across centers. Within a year WFM centralized operations, enabled accurate forecasting, improved scheduling and routing, reduced wait times and increased skilled agent availability, driving nearly 100% service-level adherence and freeing managers to focus on training and strategic work.

Beacon

Aaron Bennett

Director of WFM Command Center