Case Study: Wyndham Hotel Group achieves higher revenue per call and reduced labor costs with NICE Systems' IEX Workforce Management

Wyndham Hotel Group - Customer Case Study

Wyndham Hotel Group, the world’s largest lodging franchisor with 6,556 open hotels and 539,722 rooms, operates 24x7 contact centers across seven U.S. sites supporting 1,900 agents and 25.7 million annual contacts. The company’s legacy workforce management system limited scheduling flexibility, harmed morale, lacked accurate historical adherence and led to persistent over- and understaffing during peak call intervals.

Implementing NICE IEX Workforce Management delivered accurate forecasting, automated scheduling, Historical Adherence and schedule-bidding for agents, plus report automation and ODBC connectivity. As a result Wyndham reduced annual labor costs (projected 1–2%), trimmed over 6,000 labor hours, increased revenue per call by 4.2%, lowered abandon rate by 4.8% with an ASA of 18 seconds, and gained real-time multi-site management and improved agent morale.

Wyndham Hotel Group

Duke Witte

Director, Resource Planning and Management, Wyndham Hotel Group