Case Study: Voya Financial achieves 42% back-office productivity increase with NICE Systems' Performance Management and Desktop Analytics

Voya Financial - Customer Case Study

Voya Financial, a U.S. retirement, investment and insurance firm serving about 14.3 million customers with roughly $543 billion in assets and ~6,000 employees, needed better back-office transparency and efficiency. Although Voya tracked case volumes and quality, it lacked granular insight into desktop activity, tool usage, idle time and remote/VDI work patterns, making it hard to coach staff, measure productivity, and decide whether to expand the team.

Voya deployed NICE Desktop Analytics and NICE Performance Management (with Value Realization Services), beginning with a blind roll-out that integrated desktop activity with Voya’s workflow data to deliver real-time visibility and targeted coaching. The initiative drove a 42% rise in back-office productivity (about +2 hours productive time per processor per day), 27% faster processing, a 50% cut in overtime, and sustained quality improvements, and Voya is expanding the solution across more back-office functions.

Voya Financial

Paul Ondrejka

Vice President of Operations