Case Study: Marsh U.S. Consumer cuts workforce‑management email by 75% and boosts agent performance with NICE Systems' IEX Workforce Management R4.6

Streamlining Operations And Improving Agent Performance

Marsh U.S. Consumer, a Marsh Inc. subsidiary serving affinity and program businesses, operates four contact centers with 500 agents handling about 3 million inbound and 1.5 million outbound calls annually. The company needed to upgrade its NICE IEX Workforce Management from R3.12 to R4.6 to move to a Windows-based platform for easier in-house support, gain more real-time reporting and views, and use schedule policy/time board features to cut down on agent email requests.

Marsh upgraded to NICE IEX WFM R4.6 (with NICE Interaction and Quality Management), coordinated closely with NICE to avoid operational disruption, and trained supervisors on WebStation and R4 access. The upgrade automated scheduling and approvals, eliminated roughly 75% of WFM-related email traffic (about 1,500 emails/month), improved forecasting of call volumes, AHT and staffing, aligned agents to business processes, and boosted adherence, conformance and ROI.

Marsh

Matt Seifert

Managing Director