Case Study: Stefanini achieves SLA alignment and major overtime reduction with NICE Systems' IEX Workforce Management

Stefanini - Customer Case Study

Stefanini is a global IT managed services provider supporting mid-size and large corporations with contact center, IT infrastructure, application, ERP and staffing services across 10 contact center sites and more than 1,200 agents handling up to 2.5 million interactions annually. The company struggled with forecasted Service Level Agreement (SLA) targets that did not match actual performance because delivery managers were making schedule changes outside the NICE IEX Workforce Management system, degrading forecasts and preventing the team from predicting SLA gaps.

By standardizing schedule-change procedures and requiring delivery managers to route changes through the workforce team using NICE IEX before schedules are finalized, Stefanini restored alignment between forecasted and actual SLAs. The change improved forecasting accuracy by 9 percentage points (from 71% to 80%), cut overtime from 340 to 101 hours per month (saving $4,122 monthly), and gave teams up to two weeks’ visibility to address staffing issues, improving overall SLA attainment.

Stefanini

Eric Brandt

Workforce Manager, Stefanini