Case Study: Bell Canada achieves improved service levels and streamlined workforce operations with NICE Systems' WFM SmartSync and SMS virtual manager

Bell Canada Simplifies Complex Workforce Operations with NICE WFM SmartSync and SMS

Bell Canada, a national telecommunications leader with a 15,000+‑agent contact center, faced frequent staff shortages, manual schedule updates, and inefficient overtime/voluntary time-off (VTO) processes that limited visibility and responsiveness—issues made more urgent by COVID and the need for a self-service option resilient to internet outages.

To address this, Bell built an SMS gateway and virtual manager using NICE WFM SmartSync, enabling agents to report status, request schedule changes, and receive targeted OT/VTO offers via text with real‑time API updates. Adoption reached 90% within 90 days; the program drives millions of self‑service SMS transactions annually and delivered a 6% year‑over‑year improvement in service levels and a 4% reduction in shrinkage, while lowering operational costs and paving the way for AI‑driven recommendations.

Bell

Fabio Abate

Senior Manager of Software Development