List of NICE Employee Engagement Manager Customers
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Since 2010, our global team of researchers has been studying NICE Employee Engagement Manager 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 NICE Employee Engagement Manager for Employee Engagement 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 NICE Employee Engagement Manager for Employee Engagement include: Toronto-Dominion Bank, a Canada based Banking and Financial Services organisation with 103000 employees and revenues of $44.80 billion, National Grid USA, a United States based Utilities organisation with 18177 employees and revenues of $15.20 billion and many others.
Contact us if you need a completed and verified list of companies using NICE Employee Engagement Manager, 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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National Grid USA | Utilities | 18177 | $15.2B | United States | Nice Systems | NICE Employee Engagement Manager | Employee Engagement | 2025 | n/a |
In 2025, National Grid USA deployed NICE Employee Engagement Manager as part of a broader NICE CXone Mpower adoption in the Employee Engagement category. The cloud deployment followed a phased migration and onboarding plan for roughly 2100 agents across New York and Massachusetts, consolidating contact center interaction management, recording, and analytics onto a single CXone Mpower platform. NICE’s migration team and Value Realization Services executed the phased migration strategy to maintain service continuity while bringing historical and production interactions under unified control.
The implementation configured core components including Workforce Management IEX, Quality Management, Interaction Analytics, Enlighten AI for CSAT, Recording, Interaction Hub, and NICE Employee Engagement Manager. Employee Engagement Manager was configured to deliver intelligent intraday automation and self service scheduling workflows including pre approved time off requests, swaps, extra hours and voluntary time off opportunities. Interaction Analytics and Workspaces provided intent and trend dashboards for front line supervisors, while automated evaluations and quality processes reduced manual review overhead.
Integrations and data consolidation were explicit implementation priorities, the platform integrated with National Grid’s existing Cisco ACD through multi ACD support to allow continued operation of incumbent ACDs until contract transitions. The NICE migration consolidated 30 million interactions from Calabrio and witness into Interactions Hub for unified playback and storage, and open APIs were used to provision custom reporting via Power BI. Multi ACD support and API based access preserved operational continuity while enabling custom reporting and historical playback for analytics teams.
Governance and rollout were executed as a staged program led by NICE Value Realization Services, with configuration, training and process re engineering to align the platform to union based scheduling rules, shift bidding and seniority requirements. VRS provided ongoing coaching and process improvements which increased tool utilization from approximately 50 percent to 80 to 90 percent, and enabled the organization to move from manual scheduling to automated workforce processes. Compliance assurance and real time monitoring for quality were embedded into operational workflows to support governance and adoption.
The program delivered explicit operational outcomes reported by National Grid, including a 10 percent reduction in overtime, a 25 percent improvement in operational efficiencies, greater than 40 percent improvement in analytical efficiency, and a 10 percent reduction in overstaffing. National Grid also reported increased system stability and reliability and reduced platform maintenance following the CXone Mpower adoption, supporting a continued roadmap toward full CCaaS and deeper AI driven capabilities.
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Toronto-Dominion Bank | Banking and Financial Services | 103000 | $44.8B | Canada | Nice Systems | NICE Employee Engagement Manager | Employee Engagement | 2022 | n/a |
In 2022, The Toronto-Dominion Bank implemented NICE Employee Engagement Manager to strengthen agent engagement and workforce orchestration within its customer-facing operations. The deployment targeted contact center and frontline agent populations, with approximately 8,000 agents actively using the solution, and complements the bank’s existing NICE Workforce Management footprint.
NICE Employee Engagement Manager was configured to support core Employee Engagement capabilities, including team performance monitoring, staffing agility controls, and agent self-service features that enable work-life balance. The implementation emphasized operational modules for performance management, agent scheduling interfaces, and manager dashboards to simplify day-to-day supervision and coaching workflows.
The solution was deployed alongside NICE Workforce Management to align staffing decisions and engagement activities, creating a coherent operational stack for workforce planning and agent experience. Operational coverage focused on customer service and contact center functions, enabling closer coordination between scheduling, adherence tracking, and engagement interventions.
Governance and process emphasis centered on freeing managers to focus on coaching and on modernizing operations to gain efficiencies and reduce cost, consistent with stated goals to save money and modernize operations. NICE Employee Engagement Manager supports standardized workflows for team performance management and agent empowerment, with implementation-level controls oriented toward staffing agility and manager-driven coaching cadence.
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