Case Study: Continuum Global Solutions achieves 99.5% WFM uptime and improved intraday reporting with NICE Systems (IEX Workforce Management)

Improving WFM performance with a cloud-first strategy

Continuum Global Solutions is a global customer care provider serving Tier 1 clients across 10 countries with over 15,000 employees. After divesting from its former parent, Continuum faced frequent, hours-long outages from an aging on‑premise workforce management (WFM) system that hurt productivity and intraday reporting; the company needed a cloud‑first WFM to avoid hiring dedicated IT admins, improve agent self‑service, and restore reliable real‑time metrics.

Continuum moved 4,500 agents to NICE IEX Workforce Management in the cloud, working closely with NICE to migrate historical data and schedules with minimal disruption. The cloud solution eliminated disruptive outages, delivered 99.5% intraday uptime, improved agent self‑service and approval automation, enabled fast CSV exports and real‑time reporting, and provides continuous upgrades and scalable capacity for future growth.

Continuum Global Solutions

Marlon Loyola

Senior Analyst