Case Study: Neo Financial achieves 2–3% forecasting accuracy and 80–90% service levels with NICE Systems (Playvox)

Neo enhances employee engagement, drives productivity, and fosters a collaborative work environment with digital WFM

Neo Financial, a Canadian fintech reimagining banking without physical branches, faced operational pain from incorrect data mapping that produced inaccurate forecasts, a need to separate Zendesk and AWS instances, data reorganization during implementation, and complex schedules with full‑ and part‑time variables that caused staffing issues.

Partnering with Playvox Workforce Management, Neo implemented advanced forecasting, optimized workforce management, and enhanced reporting while accurately mapping data and resolving integration and data‑integrity issues. The deployment across ~160 agents delivered forecasting accuracy within a 2–3% margin, Monday–Tuesday service levels jumped from 25% to 80–90%, and productivity and service quality saw major improvements.

Neo Financial