Case Study: Fiserv achieves improved efficiency and clarity with NICE Systems' Employee Engagement Manager

Fiserv Banks on Improved Efficiency and Clarity with NICE Employee Engagement Manager

Fiserv, a global financial-services provider, faced a complex post‑merger workforce challenge after combining with First Data: 3,000+ agents were split across two inconsistent workforce management systems, creating manual, error-prone overtime approvals, poor agent self‑service and limited visibility for analysts and managers. The blended WFM environment amplified inefficiencies—analysts spent excessive time checking eligibility and agents often lacked timely feedback on overtime and time‑off requests.

Fiserv standardized on NICE Workforce Management with Employee Engagement Manager (EEM), rolling out opt‑in self‑service, rules‑based overtime approvals, 30‑minute scheduling increments and automated escalation checks. The solution processes thousands of overtime hours and hundreds of VTO requests monthly, saves analysts about 15 hours per month on manual approvals, reduces unnecessary overtime, improves schedule visibility (including across time zones) and gives agents mobile access—resulting in clearer, more efficient staffing and better alignment of hours to business needs.

Fiserv

Matt Howard

Business System Analyst