Case Study: MongoDB achieves centralized, accurate global scheduling with NICE Systems

Creates efficiency through centralized and automated scheduling

MongoDB needed a better way to manage complex, 24/7 scheduling for hundreds of technical agents across global time zones. Using spreadsheets and inconsistent manual processes made it hard to account for availability, PTO, and regional daylight savings changes, creating coverage gaps and limiting scalability. MongoDB evaluated several workforce management tools and chose NICE Systems’ Playvox by NiCE Workforce Management to meet its needs.

NICE Systems implemented a cloud-based, centralized scheduling solution with an open API that could flex across regions and grow with MongoDB’s business. The result was more efficient and accurate schedules, fewer scheduling errors, centralized global scheduling, and better consistency across schedulers. NICE Systems also helped improve agent morale by aligning schedules more closely with availability and preferences, enabling MongoDB to scale customer operations more effectively.

MongoDB

Anokhee Mepani

Director of Global Operations / Technical Services