Case Study: PSCU automates 71,000+ annual schedule transactions and reduces absenteeism 75% with NICE Systems' Employee Engagement Manager (EEM)

PSCU Builds on Previous EEM Success to Automate 71,000+ Transactions a Year

PSCU, the nation’s largest credit union service organization serving 2,400+ financial institutions, faced growing operational strain from manual intraday schedule changes and inconsistent offering of Voluntary Time Off (VTO) and Overtime (OT). With 600+ agents, the company sought to reduce manual analysis, cut absenteeism and attrition, increase self-service hours, and boost employee engagement.

PSCU expanded its NICE Employee Engagement Manager deployment—starting with a pilot, refreshed training, and new self-service features (mobile schedule access, shift trades/swaps, and real-time VTO/OT notifications)—to automate approvals and intraday analysis. The rollout yielded a 97% participation rate in six months, automated 71,000+ transactions annually with an 85% auto-completion rate, generated 110,632 self-service hours, cut monthly absenteeism by ~75%, saved real-time staffing effort, and measurably improved employee satisfaction and retention.

PSCU

Brian Vogel

Manager Workforce