Case Study: Entain Group achieves 91% faster forecasting, 88% faster scheduling and improved employee engagement with NICE Systems' Workforce Management and Employee Engagement Manager

Entain Collects Quick Wins with NICE Workforce Management and Employee Engagement Manager

Entain Group, a global sports betting, gaming, and interactive entertainment operator with contact centres across the UK, Bulgaria, India, and the Philippines, faced fragmented workforce practices after rapid growth and acquisitions. The company needed to standardize key processes without erasing regional differences, eliminate time‑consuming spreadsheet scheduling, and boost employee engagement and visibility into agent productivity.

Entain deployed NICE Workforce Management and Employee Engagement Manager in a phased, market‑tailored rollout supported by NICE Value Realization Services. The solution delivered rapid wins: forecast creation time fell 91%, schedule creation time dropped 88% in the largest centre, post‑launch employee satisfaction scored 4.2/5, app adoption reached 100% in Manila, and over 1,500 agents now benefit from optimized, culturally aligned scheduling and standardized performance metrics.

Entain Group

Tony Guthrie

Head of Operations and Support