Case Study: WPS Health Solutions achieves organization-wide performance gains and improved forecasting with NICE Systems' Workforce Optimization

WPS Health Solutions - Customer Case Study

WPS Health Solutions, a leading not‑for‑profit health insurer and government claims administrator, faced inconsistent workforce management across three distinct business units, manual logging and reporting, limited desktop analytics, weak top‑down coaching, and poor forecasting and scheduling accuracy. These gaps hindered the contact center’s ability to “work smarter” and support differing operational needs for Medicare, military/veterans, and back‑office teams.

WPS implemented the NICE WFO suite (Performance Management, Workforce Management, Desktop Application Analytics, Engage, Quality Management and Back Office) to consolidate three systems into one enterprise solution and rolled it out with internal change champions. The program delivered transparent KPIs, agent self‑service scheduling (WebStation), bottom‑up coaching, improved forecasting and adherence, desktop insights into productivity, full contract compliance, and is driving efficiency gains with a target of at least a 5% reduction in service costs.

WPS Health Solutions

Jay Martinson

Chief Operating Officer