Not features. Outcomes.

agents, previously scheduled team by team and spreadsheet by spreadsheet. Now one plan with AI-driven forecasting and real-time adherence, for an operation serving 6.3 million customers. test

from start to live on NICE CXone: 2 million calls, 800,000 chats and 600,000 social messages a year, brought together in one routing layer, with WFM and quality management alongside.

to rebuild a stalled voice automation. Intent recognition live in France, Belgium and the Netherlands, then chat in the Netherlands - for an organisation with 2,300+ dealers across 30+ countries.

customer contacts a year, with 125 agents serving over a million customers. An end-of-life platform replaced by NICE CXone in six months, including speech recognition, quality management and WFM.

customer contacts a year and 3 million media subscriptions. An ageing on-premise WFM estate moved to the cloud in six months, with 500+ agents in a single workspace.

legal cases in 2023, with 150 agents and 800 legal advisers. Avaya replaced by NICE CXone, including chat and WhatsApp, with Teams connected for hand-over to the back office.

serving HR for 120,000 central-government employees. Legacy WFM migrated to NICE IEX and upgraded to the latest version in one move - with our WFM consultants alongside the engineering.

employees across 12 sites, 7 countries and 9 languages. One WFM setup with machine learning for demand forecasting, and schedules where employees can state their own preference.

employees. Scheduling and quality management in one setup, connected to the existing telephony platform and the appointment system, so capacity and service quality sit in the same view.