Case Study: Leading Communications and Information Technology Company achieves minutes‑fast surge scheduling, major processing cost reductions and 75,000‑hour waste savings with NICE Systems Employee Engagement Manager (EEM)

Telecom Scores a Surge Scheduling “Win/Win/Win” With NICE EEM

A leading North American telecommunications company with millions of connections and thousands of agents faced slow, manual intraday scheduling for overtime and voluntary time off (VTO). Complex labor-contract rules and reliance on emails and WFM intervention caused multi-hour delays, retroactive approvals, payroll risk, and high administrative cost.

The company deployed NICE Employee Engagement Manager (EEM) and NICE Value Realization Services to enable targeted notifications, self-service schedule trading, and automated workflow. The result: surge response time cut from over an hour to minutes, 35% lower resource cost to process overtime changes, 70% lower cost for VTO, 80,000+ schedule changes and 140,000+ rescheduled hours handled annually, and 75,000+ surplus scheduled hours saved—freeing WFM staff for higher-value work and improving payroll accuracy.