Case Study: Conduent (Customer) achieves 50% faster service and global workforce visibility with NICE Systems Workforce Management (Solution Provider)

Conduent - Customer Case Study

Conduent, the world’s largest diversified business process outsourcing provider with 93,000 employees and 55,000 contact center agents serving 220+ clients, faced fragmented workforce management across global centers. Different scheduling, forecasting and performance systems created siloed KPIs, inconsistent reporting and limited visibility for enterprise-wide planning and schedule adherence.

Conduent implemented NICE Workforce Management with training, consulting and managed services, rolling the platform out to 42,000 agents (80% of frontline staff) in half the expected time. The unified solution delivered faster service (50% reduction in time to initiate live outsourcing), better scheduling and forecasting, actionable global KPIs, a 30% boost in manager productivity, 45% higher agent system use, and identified profit and revenue improvement opportunities (including a 14% profit margin uplift and benefits equal to roughly 10% of revenue).

Conduent

RG Conlee

Chief Innovation Officer