Case Study: Gusto achieves $9.36M in benefits and major CX gains with NICE Systems (NICE WFM & CXone)

Growing With Gusto Rapid Path to Business Outcomes

Gusto, a modern online people platform serving 200,000+ businesses with payroll, benefits and HR tools, operates contact centers in San Francisco, Denver and New York with over 2,000 agents working in-office, remote or hybrid. Rapid growth and a highly flexible, non‑traditional culture left the company without sufficient WFM structure or visibility into key metrics (AHT, ASA, adherence, occupancy), creating staffing gaps, rising shrinkage and declining customer satisfaction.

Gusto implemented NICE Workforce Management and CXone with NICE Value Realization Services and SmartSync integrations, adding AI forecasting, strategic planning and ongoing advisory. The changes delivered more predictable schedules and better agent autonomy—and measurable impact: ~$9.36M in benefits, 58% service‑level improvement, 50% fewer abandoned calls, 14% lower occupancy, 30% shrinkage improvement, ASA up 69%, AHT down 16–22% and a 75% reduction in time spent managing schedule exceptions.

Gusto

Staniscia “Stan” Holmes

Head of Global Workforce Management and Quality