Case Study: Capgemini achieves 18% higher customer satisfaction and 40% reduced handle time with NICE Systems' IEX Workforce Management

Optimizing Operational Efficiency In A Multi-Site, Multi-Skilled Environment

Capgemini, a global consulting and outsourcing provider with 240 contact center agents across sites in Guatemala City, Palestine, Texas and Katowice, Poland handling 1.2 million interactions a year, struggled with manual forecasting and scheduling. Supervisors spent significant time on administrative tasks and floor monitoring, which limited coaching, caused inconsistent staffing for multi-skilled and multilingual needs, and hurt customer satisfaction and operational efficiency.

Capgemini deployed NICE IEX Workforce Management alongside NICE Interaction Recording and Quality Management to automate forecasting, skills-based scheduling and real-time adherence monitoring. The solution drove an 18% rise in customer satisfaction, eliminated 5–7 hours of manual supervisor work per week, achieved over 90% schedule adherence, reduced average handle time by 40%, improved scheduling efficiency by 46% and increased coaching time per agent from 20 to 45 minutes per week.

Capgemini

Jacqueline Frazier

Workforce Management Analyst, Capgemini