List of Cisco Unified Workforce Optimization Customers
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Since 2010, our global team of researchers has been studying Cisco Unified Workforce Optimization customers around the world, aggregating massive amounts of data points that form the basis of our forecast assumptions and perhaps the rise and fall of certain vendors and their products on a quarterly basis.
Each quarter our research team identifies companies that have purchased Cisco Unified Workforce Optimization for Workforce Management from public (Press Releases, Customer References, Testimonials, Case Studies and Success Stories) and proprietary sources, including the customer size, industry, location, implementation status, partner involvement, LOB Key Stakeholders and related IT decision-makers contact details.
Companies using Cisco Unified Workforce Optimization for Workforce Management include: Vivint, a United States based Professional Services organisation with 11000 employees and revenues of $1.53 billion, City of Buffalo NY, a United States based Government organisation with 1000 employees and revenues of $250.0 million, eMoney Advisor, a United States based Banking and Financial Services organisation with 800 employees and revenues of $150.0 million, San Francisco Suicide Prevention, a United States based Healthcare organisation with 12 employees and revenues of $2.0 million and many others.
Contact us if you need a completed and verified list of companies using Cisco Unified Workforce Optimization, including the breakdown by industry (21 Verticals), Geography (Region, Country, State, City), Company Size (Revenue, Employees, Asset) and related IT Decision Makers, Key Stakeholders, business and technology executives responsible for the software purchases.
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| Logo | Customer | Industry | Empl. | Revenue | Country | Vendor | Application | Category | When | SI | Insight |
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City of Buffalo NY | Government | 1000 | $250M | United States | Cisco Systems | Cisco Unified Workforce Optimization | Workforce Management | 2020 | n/a |
In 2020, City of Buffalo NY implemented Cisco Unified Workforce Optimization as part of a rapid contact center reconfiguration for its 311 call and resolution helpline. The Cisco Unified Workforce Optimization deployment is categorized as Workforce Management and supported a time-sensitive operational shift to remote agent work.
The deployment included workforce-optimization capabilities aligned to the Workforce Management category, with inferred module usage such as real-time reporting, supervisor scheduling, and adherence tools to manage shifts and agent performance. These features were configured to support remote agent monitoring, shift planning, and adherence workflows consistent with municipal contact center operations.
City of Buffalo executed the change by deploying Cisco Webex Contact Center to move its 311 agents to work from home within 48 hours, preserving citizen services for approximately 250,000 residents and enabling a 12-agent remote operation. Operational scope focused on contact center operations and citizen services, with the system supporting day to day handling of resident inquiries and incident resolution.
Governance and workflow restructuring emphasized supervisor adoption of Cisco Unified Workforce Optimization tools for scheduling, adherence monitoring, and real-time operational coordination. The rollout standardized workforce management practices for a compact municipal contact center, enabling supervisors to orchestrate staffing and response priorities under remote working constraints.
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eMoney Advisor | Banking and Financial Services | 800 | $150M | United States | Cisco Systems | Cisco Unified Workforce Optimization | Workforce Management | 2022 | n/a |
In 2022, eMoney Advisor implemented Cisco Unified Workforce Optimization in the Workforce Management category to strengthen frontline client support operations. The deployment focused on the Client Services organization where supervisors used the system to operationalize scheduling, call monitoring, and quality workflows for a team of nine client support representatives supporting both US coasts.
Cisco Unified Workforce Optimization was configured to provide real-time call monitoring and quality assurance workflows, agent coaching and calibration, and workforce scheduling alignment with operational staffing needs. Supervisors used the application to instrument QA scoring and coaching cycles, run mock call training, and assign shadowing and targeted development activities, while also maintaining weekly one on one review cadences tied to performance reports.
The implementation explicitly integrated with ADP for schedule creation and timecard approvals, with Salesforce for CRM context during agent interactions, and with ServiceNow for IT ticketing related to agent tools and incidents. Operational coverage centered on Client Services and HR touchpoints, with supervisors handling onboarding, offboarding, and collaboration with HR for personnel actions while using system records to inform those processes.
Governance changes included formalizing weekly schedule creation in the workforce management tool, embedding call monitoring into coaching and feedback loops, and using Cisco Unified Workforce Optimization outputs to drive eLearning certification and queue prioritization efforts. Training content and two internal eLearning courses were developed to certify product knowledge and operational queue efficiency, supporting standardized onboarding and continuous agent development.
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San Francisco Suicide Prevention | Healthcare | 12 | $2M | United States | Cisco Systems | Cisco Unified Workforce Optimization | Workforce Management | 2020 | n/a |
In 2020, San Francisco Suicide Prevention implemented Cisco Unified Workforce Optimization as part of a Workforce Management initiative to manage volunteer scheduling and real-time supervision for its crisis hotline. The Cisco Unified Workforce Optimization deployment coincided with deployment of Cisco Webex Contact Center, Webex Calling and Webex Meetings to enable remote volunteers and secure routing during the COVID-19 surge in San Francisco.
Cisco Unified Workforce Optimization was configured to provide workforce management capabilities aligned to contact-center operations, including scheduling and supervisor dashboard functions and real-time agent monitoring inferred from the Webex Contact Center implementation. Configuration emphasized rapid shift provisioning and centralized visibility to coordinate volunteer availability and call handling, while maintaining secure routing of high-priority crisis calls.
The implementation integrated with Cisco Webex Contact Center, Webex Calling and Webex Meetings to support remote volunteer access, secure call routing, and supervisor intervention workflows. Operational scope centered on the crisis hotline, enabling clinical operations and volunteer coordination to operate remotely, and it supported activation of volunteers across the organization without extending beyond San Francisco.
Rollout governance focused on expedited activation procedures and real-time supervisory controls to support continuity of service; these governance steps supported a rapid operational surge. The implementation enabled continuity of service during the COVID-19 surge and allowed 80 volunteers to be activated in four days, reflecting a concentrated operational outcome tied to the Workforce Management deployment.
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Professional Services | 11000 | $1.5B | United States | Cisco Systems | Cisco Unified Workforce Optimization | Workforce Management | 2020 | n/a |
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