Case Study: AeC reduces labor costs 12% and slashes scheduling conflicts 97% with NICE Workforce Management (NICE Systems)

WFM Slashes Scheduling Conflicts and Boosts Engagement for Major BPO

AeC is one of Brazil’s largest BPOs, operating contact centers across the country with more than 30,000 employees and 15,000 agents handling millions of interactions annually. The company’s legacy workforce management was manual, error-prone and hard to use, causing scheduling conflicts, inaccurate reporting, low schedule adherence and significant manager and agent frustration.

AeC implemented NICE Workforce Management—integrating it with payroll, ACDs and training programs—and automated scheduling tasks like shift trades and change requests while providing real-time alerts and agent access to schedules. The rollout (≈70 days) centralized WFM and improved planning, delivering a 12% reduction in labor costs alongside a 97% drop in days-off conflicts, a 37% drop in schedule change requests and a 49% reduction in manual days-off changes.

AeC

Marli Mesquita

Planning Coordinator