Case Study: KeyBank achieves faster, smarter workforce management with NICE Systems

Invests in Workforce Excellence with NiCE WFM Suite in the Cloud

KeyBank, one of the largest bank-based financial services companies in the U.S., needed to modernize a contact center workforce management process that had become heavily manual and inflexible across its 1,000+ agent environment. During a cloud migration effort, the bank found its existing solution lacked the forecasting and schedule-management capabilities it needed, prompting a search for a stronger alternative from NICE Systems.

NICE Systems implemented the NiCE CXone Mpower workforce management suite, including IEX Workforce Management, Employee Engagement Manager, Enhanced Strategic Planner, and Value Realization Services. The result was faster, more flexible scheduling, improved forecast accuracy, and stronger employee self-service; KeyBank reported schedule generation was 5x faster, call data ingestion 8x faster, chat ingestion 4x faster, and hundreds of analyst hours saved through self-service PTO bidding. KeyBank also achieved 12 straight months of meeting service level, ASA, and abandon-rate targets while saving 1 FTE in scheduling tasks.

KeyBank

Adam Hahn

Department Manager