Case Study: VMware achieves 45-minute weekly scheduling and over $60,000 annual savings with NICE Systems Workforce Management

VMware - Customer Case Study

VMware, a global leader in cloud and virtualization services, needed to streamline its Global Support Services “follow-the-sun” contact centers that handle 24/7 phone and case-based support. Manual scheduling in Salesforce and Excel made it difficult to match skills to shifting global demand, produce accurate forecasts, and track schedule adherence across regions.

VMware implemented NICE IEX Workforce Management, integrated with Avaya, VMStar and Salesforce, to automate forecasting, scheduling, time-off management and real-time adherence monitoring. The rollout cut weekly scheduling to about 45 minutes per manager, saved an estimated US$60,000+ annually, extended the solution to 43+ teams globally, improved adherence to as high as 92%, and reduced abandoned calls while standardizing workforce processes.

VMware

Karthik Venkataraman

Manager, BTA Process and Solutions