Case Study: PSCU achieves rapid self-service adoption and workforce management efficiency with NICE Systems' Employee Engagement Manager

PSCU gains rapid buy-in of NICE Employee Engagement Manager

PSCU, a payment-processing and transaction services provider for more than 1,800 U.S. financial institutions (handling ~6.9 billion annual transactions) and a 600+ agent contact center, struggled with limited scheduling flexibility, manual overtime/VTO/trade handling, and weak intraday controls. Unpredictable client-driven volume and a reliance on analyst approvals created heavy manual workloads, low agent engagement with scheduling options, and challenges meeting service levels.

In March 2020 PSCU implemented NICE Employee Engagement Manager (EEM), enabling web/mobile self-service, rules-based automatic approvals, and intraday alerts for trades, overtime, VTO, swaps and absences across 60+ skills. The result: a 4.8x increase in self-service hours per agent, about 2,700 monthly requests processed, 85%+ of requests auto-approved, thousands of transactions now handled without WFM intervention, rising mobile adoption, and measurable reductions in manual workload with further intraday automation planned.

PSCU

Brian Vogel

Manager Workforce