Case Study: EMEA Financial Services Company achieves 75% faster forecasting and 69% fewer call types with NICE Systems Workforce Management & Value Realisation Services

Creating a Solid Foundation for Digital Transformation

A long-standing UK & Ireland full-service bank handling 150,000+ call centre calls per month discovered its legacy NICE Workforce Management (WFM) system was slowed by residual data and poor entity design, limiting uptake of upgraded features. Facing a bank-wide digitalisation initiative, the organisation needed more than button-level training — they required a system clean-up, better WFM configuration, and practical guidance to apply new functionality effectively.

NICE Value Realisation Services delivered a tailored mix of remote, incremental training and targeted consultancy—including an operational assessment, WFM entity redesign, and rule and forecasting reviews—aligned to the upgrade schedule. Outcomes included 75% faster forecasting, a 69% reduction in call types, clear productivity and daily time savings, freed capacity for other projects, and stronger readiness for ongoing digital transformation.