List of NICE Evolve WFM Customers
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Since 2010, our global team of researchers has been studying NICE Evolve WFM 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 Evolve WFM 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 NICE Evolve WFM for Workforce Management include: Bell, a Canada based Communications organisation with 40390 employees and revenues of $24.41 billion, KPN, a Netherlands based Communications organisation with 6887 employees and revenues of $6.42 billion, Metro Bank, a United Kingdom based Banking and Financial Services organisation with 4040 employees and revenues of $669.0 million, Gusto, a United States based Professional Services organisation with 2400 employees and revenues of $540.0 million and many others.
Contact us if you need a completed and verified list of companies using NICE Evolve WFM, 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.
The NICE Evolve WFM customer wins are being incorporated in our Enterprise Applications Buyer Insight and Technographics Customer Database which has over 100 data fields that detail company usage of software systems and their digital transformation initiatives. Apps Run The World wants to become your No. 1 technographic data source!
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| Logo | Customer | Industry | Empl. | Revenue | Country | Vendor | Application | Category | When | SI | Insight |
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Bell | Communications | 40390 | $24.4B | Canada | Nice Systems | NICE Evolve WFM | Workforce Management | 2019 | n/a |
In 2019, Bell implemented NICE Evolve WFM to centralize contact-center scheduling and workforce coordination under the Workforce Management category. The deployment targeted Bell Canada contact-center operations and restates the application name NICE Evolve WFM to reflect the vendor's WFM product lineage.
Configuration focused on automated schedule updates, overtime and voluntary time off targeting, and an SMS-driven agent self-service capability. NICE Evolve WFM was configured to manage scheduling rules, shift assignments, and workforce targeting logic consistent with Workforce Management functional workflows. Public case material references NICE IEX Workforce Management, which maps to the same NICE WFM lineage.
Architecturally the implementation integrated NICE Evolve WFM with a custom SMS virtual manager interface that delivered schedule notifications, allowed agents to request VTO, and triggered overtime targeting workflows. Integration design centered on two-way event messaging between the WFM engine and the SMS manager to automate schedule changes and agent interactions. Operational scope covered contact-center agents and scheduling teams across Bell Canada contact-center operations.
Rollout emphasized agent self-service and automated orchestration, achieving 90% agent adoption within three months and a 6% year-over-year improvement in service levels as reported. Governance practices included configuring automated targeting rules and operational handoffs between workforce planners and contact-center supervisors. The implementation demonstrates a programmatic shift toward SMS-first agent engagement within Workforce Management at Bell.
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Gusto | Professional Services | 2400 | $540M | United States | Nice Systems | NICE Evolve WFM | Workforce Management | 2021 | n/a |
In 2021, Gusto implemented NICE Evolve WFM in the Workforce Management category to modernize contact-center operations across its North America support sites. The deployment focused on customer service scheduling, forecasting, and intraday management to centralize workforce planning for support teams.
Gusto configured NICE Evolve WFM features for scheduling, forecasting and intraday management, leveraging NICE Workforce Management capabilities along with a vendor Value Realization Services engagement to align configuration with operational staffing patterns. The implementation emphasized automated forecast generation, shift scheduling logic and intraday adherence monitoring to improve day to day capacity management.
Operational coverage was limited to North America support sites and impacted contact-center operations and customer service functions, including workforce planners, team leads and intraday operations staff. The program established a centralized workforce management capability to standardize scheduling and forecasting processes across sites.
The vendor case documents measured outcomes from the NICE Workforce Management deployment, reporting a 69 percent improvement in average speed to answer, a 16 to 22 percent reduction in average handle time, a 50 percent drop in abandoned calls and approximately $9.36 million in measured benefits. These results were presented as part of the NICE Value Realization Services assessment linked to the NICE Evolve WFM implementation.
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KPN | Communications | 6887 | $6.4B | Netherlands | Nice Systems | NICE Evolve WFM | Workforce Management | 2023 | n/a |
In 2023, KPN deployed NICE Evolve WFM together with NICE Employee Engagement Manager to modernize contact center workforce planning and scheduling in the Netherlands. The implementation targeted operational planning for KPN contact centers and centralized Workforce Management functions under the NICE product family name.
The NICE Evolve WFM deployment implemented interval-level forecasting, schedule generation and optimization, absence tracking and employee engagement workflows. Functional capabilities were configured to support forecast interval accuracy and daily scheduling cadence, with Employee Engagement Manager layered to address retention and agent satisfaction through workforce engagement features.
Operational coverage focused on KPN contact center workforce planning and scheduling across the Netherlands, aligning planning, forecasting and absence management processes. Governance and process changes accompanied the rollout to embed cadence for forecast updates and schedule adherence, and reported outcomes included improved forecast interval accuracy, lowered absence and increased retention and agent satisfaction. KPN NICE Evolve WFM Workforce Management now serves as the platform for contact center workforce planning and scheduling.
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Banking and Financial Services | 4040 | $669M | United Kingdom | Nice Systems | NICE Evolve WFM | Workforce Management | 2017 | n/a |
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