Case Study: N-Allo achieves 88% reduction in scheduling time and greater agent autonomy with NICE Systems

Self-Planning Leads to Schedule Flexibility, Agent Autonomy and Time Savings

N‑Allo, a Belgian contact centre with 600 staff and over 20 years’ experience, faced heavy administrative overhead and low schedule flexibility for its student agents. Availability and leave requests were managed via WhatsApp and Excel, creating delays, errors and extra work for team leaders and schedulers; N‑Allo engaged NICE Value Realisation Services to streamline their use of NICE Workforce Management and focus on enabling self‑planning.

Working with VRS, N‑Allo deployed Availability Points and improved SmartSync practices, defined schedule intervals and bidding rules, and automated multimedia planning. The changes delivered major efficiency and engagement gains—eliminating WhatsApp/Excel handoffs, saving about 2 hours per week per team, cutting schedule management from 8 to 2 hours weekly, and achieving highlighted improvements (88% reduction in time to manage schedules and a 66% decrease in steps to share availability).

N-Allo

Christel Everaert

Workforce and Traffic Control Manager