Case Study: Cigna achieves 24/7 customer service and optimized staffing with NICE Systems Workforce Management

Maximized usage of resources within the organization without negatively impacting staffing or service results

CIGNA HealthCare, a global health services company serving more than 46 million people, needed to convert six contact centers (1,700 agents handling about 20 million contacts a year) from standard business hours to true 24/7 customer service, including proactive monitoring of social media. The challenge was expanding forecasting and scheduling from a limited Monday–Saturday outlook to accurate, round‑the‑clock interval staffing without disrupting service levels.

Using NICE IEX Workforce Management and support from NICE trainers and professional services, CIGNA implemented 30‑minute interval forecasting with cross‑midnight scheduling and a 60‑day outlook, enabling precise staffing and schedule generation. The transition was smooth, resources were maximized without harming service results, CIGNA gained a competitive advantage as the first in its industry to offer 24/7 coverage, and early outcomes included positive customer testimonials, 50 social‑media outreach calls in three months, and continued recognition for call center excellence.

Cigna

Lisa Brewer

Resource Planning Specialist