Case Study: Contax boosts back-office productivity and agent active time with NICE Systems (IEX Workforce Management & Real-Time Activity Monitoring)

Contax - Customer Case Study

Contax, one of the largest global BPOs and the leader in the Brazilian contact center market, operates 12 sites across South America and Spain with 75,000 agents handling 3 billion interactions annually. The company’s growing back-office operations relied on spreadsheets for scheduling, had no reliable way to measure average handle time or adherence, experienced 35–45% agent idle time, and paid nearly 15% of operational costs in overtime—so Contax needed to extend its successful workforce management practices into back office operations and integrate them across diverse customer systems.

Contax implemented NICE IEX Workforce Management together with NICE Real‑Time Activity Monitoring, integrating desktop activity feeds and automating schedule trades from agents’ desktops. The solution enabled AHT and adherence measurement, improved forecasting and process visibility, and increased per‑agent active desktop time from 174 to 231 minutes per day—boosting productivity and job satisfaction.

Contax

Marcele Silva

Supervisor, Contax