Case Study: Xpron achieves 75% faster schedule planning and higher agent satisfaction with NICE Systems' Workforce Management

Xpron Supports Complex Workforce Needs with NICE Workforce Management

XPRON, a Neuss-based German customer service and IT help desk with 300 multilingual agents providing 24/7 support, faced growing scheduling challenges after shifting to a largely remote workforce. Reliant on Excel, the team could only plan two weeks at a time, had no forecasting or intraday optimization, and lacked the flexibility to accommodate agent preferences and training needs as operations became ~90% remote.

To address this, XPRON implemented NICE Workforce Management with paulusresult and NICE Value Realisation Services in a phased, local-language rollout focused on intraday optimization and preference-based rostering. The change cut schedule-planning time by about 75% (from ~2 days to half a day), improved flexibility and personalization, boosted agent satisfaction, enabled four-week and long-term planning, and opened opportunities for multi-channel expansion and wider geographic growth.

Xpron

Alexander Wolters

General Manager