Case Study: Nationale‑Nederlanden achieves rapid, productive growth and greater agility with Verint Systems' Cloud Workforce Management

Nationale-Nederlanden Drives Rapid, Productive Growth with Cloud WFM Migration

Nationale-Nederlanden (NN), the Netherlands’ largest insurer serving over six million customers, faced an aging on‑premises workforce management (WFM) system for its 1,100+ front‑office agents—plagued by Java issues and nearing end‑of‑life—and needed a cloud‑first solution that would enable better forecasting, scheduling and mobile flexibility.

NN migrated to Verint Workforce Management on AWS (a five‑month project), deployed Verint Work View and Team View mobile apps, and automated many back‑office WFM tasks. The move delivered faster updates and support, cleaner data, fewer manual rostering steps, improved employee flexibility and productivity, and stronger customer engagement—creating a scalable foundation for NN’s future growth.

Nationale Nederlanden

Guus Genuit

Senior Manager