Case Study: OneSource Virtual achieves faster service, reduced SLA penalties and workforce optimization with NICE Systems' CXone

OneSource Virtual boosts performance, realizes savings with CXone

OneSource Virtual is a PBaaS provider that supports HR and finance processes exclusively on the Workday ERP, operating contact centers in Texas, Arizona and Ireland with about 100 agents handling roughly 400,000 interactions a year. The company’s on‑premises contact center platform suffered frequent call drops, long hold times (especially during open enrollment), poor reporting, no skills‑based routing or reliable callbacks, manual workforce planning, and exposure to SLA penalties and disaster‑recovery risk.

OneSource moved to NICE CXone’s cloud suite—including omnichannel routing, callback, workforce and quality management, feedback, screen recording and real‑time reporting—which eliminated costly SLA penalties and enabled a fast work‑from‑home transition. Results included a 27% reduction in average speed of answer, 15% lower handle time, 9% fewer abandonments, a 94% cut in monthly forecasting time, a 25% rise in quality scores, a 500% increase in perfect post‑call scores, a 29% lift in adherence, and a ~60% reduction in seasonal contractor hires.

OneSource Virtual

Myra Nunez

Director of Employee Services