Case Study: Delta Air Lines achieves 98.5% schedule efficiency and eliminates agent shortages with NICE Systems' CXone Workforce Optimization

Delta Air Lines Transforms Excess into Success with NICE inContact

Delta Air Lines’ Reservations and Sales organization set out to improve responsiveness and operational efficiency in its contact centers. Unsatisfied with traditional workforce management (WFM) claims, Delta ran a data‑driven benchmarking study across two environments (six centers in three time zones, 918 full‑time and 151 part‑time agents, skills‑based routing) to determine whether any available WFM solution produced truly optimal agent schedules.

Delta implemented NICE inContact CXone Workforce Optimization, whose mathematical optimization and concurrent scheduling tools evenly distributed on‑duty time and matched agents, skills and volumes for best fit. The deployment eliminated agent shortages (100%), achieved 98.5% schedule efficiency, cut schedule costs by 12% and reduced excess agent hours by 73%, yielding measurable service and bottom‑line gains.

Delta Airlines