List of NICE Workforce Management Customers
NiCE
13 Zarchin Street,
Ra'anana, 4310602,
Israel
Ra'anana, 4310602,
Israel
972 9 775 3151
Professional Services
9626
$2.9B
Since 2010, our global team of researchers has been studying NICE Workforce Management 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 Workforce Management 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 Workforce Management for Workforce Management include: American International Group (AIG), a United States based Insurance organisation with 25000 employees and revenues of $47.25 billion, Toronto-Dominion Bank, a Canada based Banking and Financial Services organisation with 103000 employees and revenues of $44.80 billion, Kingfisher, a United Kingdom based Retail organisation with 73178 employees and revenues of $16.30 billion, Norwegian Cruise Line, a United States based Transportation organisation with 38900 employees and revenues of $8.00 billion, The Standard, a United States based Insurance organisation with 4233 employees and revenues of $4.74 billion and many others.
Contact us if you need a completed and verified list of companies using NICE Workforce Management, 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 HCM software purchases.
The NICE Workforce Management 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 HCM 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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AAA Oregon/Idaho | Non Profit | 300 | $50M | United States | Nice Systems | NICE Workforce Management | Workforce Management | 2017 | n/a |
In 2017, AAA Oregon/Idaho upgraded to NICE Workforce Management within its Workforce Management environment to enable more efficient, automated outbound calling. The initiative replaced a monthly spreadsheet driven approach to outbound assignment with a system level change to dynamic call handling.
NICE Workforce Management was configured to selectively release outbound calls into a blended call queue, enabling outbound work to be available without blocking inbound capacity. The automatic call distributor treats outbound work as lower priority than incoming calls, allowing agents to be routed to higher priority inbound traffic while outbound contacts remain in the blended queue. The implementation relied on blended queue control and real time agent state coordination to allow smooth transitions between inbound and outbound tasks.
Operationally the change focused on the Membership team, with governance shifting from manual pre assignment to system driven release policies and queue prioritization that changed daily agent workflows and scheduling practices. AAA Oregon/Idaho used NICE Workforce Management for Workforce Management of its Membership function and realized an immediate service level increase of over four percentage points.
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Algar Telecom | Communications | 4416 | $1.5B | Brazil | Nice Systems | NICE Workforce Management | Workforce Management | 2017 | n/a |
In 2017, Algar Telecom implemented NICE Workforce Management to centralize scheduling and capacity planning for its customer-facing operations. NICE Workforce Management is positioned in the Workforce Management category and appears in Nice Systems customer references for Algar Telecom.
Configuration focused on core Workforce Management modules, including demand forecasting, automated schedule generation, intraday management, adherence tracking, real-time dashboards, and historical performance reporting. The deployment leveraged standard WFM functional workflows such as skills-based scheduling, exception management, and planner-driven shift optimization to align staffing with forecasted demand.
Operational coverage emphasized Algar Telecom's contact center and customer service workforce, supporting frontline agents, team leads, and workforce planners with role-based scheduling and intraday decisioning. The solution provided centralized schedule management and visibility for operational teams responsible for service delivery and agent performance monitoring.
Governance and rollout centered on formalizing planner and supervisor workflows, centralized schedule approval processes, and operational adherence monitoring. Training and process standardization enabled planners to use NICE Workforce Management for day-to-day staffing, intraday adjustments, and schedule compliance across Algar Telecom's service operations.
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American International Group (AIG) | Insurance | 25000 | $47.3B | United States | Nice Systems | NICE Workforce Management | Workforce Management | 2018 | n/a |
In 2018 American International Group (AIG) implemented NICE Workforce Management as part of a companywide Workforce Management initiative to standardize contact center staffing and scheduling across global sites. The deployment was executed alongside a broader HR service delivery redesign for North America that supported payroll outsourcing and a WorkDay rollout, and the NICE Workforce Management program targeted operations affecting approximately 30,000 employees and all contact centers globally.
The implementation established a NICE Workforce Optimization program with a $2.4 million budget, operationalizing core Workforce Management capabilities including forecasting, scheduling, adherence monitoring, and performance metrics to drive staffing recommendations. The team developed end-to-end use cases and service rehearsal testing to validate future-state processes and configured NICE Workforce Management workflows to align with contact center operating hours and demand patterns.
Operational integration work included the conversion of existing workforce optimization products from Verint to NICE, migrating users between environments and exercising change management to limit operational disruption. The NICE Workforce Management deployment operated in close coordination with HR, operations, and technology stakeholders, and supported operational sites in North America and APAC, including policy administration BPO operations in Kuala Lumpur.
Governance was formalized through a Workforce Optimization Center of Excellence that defined the operating model for prioritization, deployment, enhancement, and support of NICE Workforce Management. The program exceeded initial rollout expectations, used metrics to recommend operational improvements, and reported an estimated run rate savings greater than $1.1 million.
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Atento | Professional Services | 10400 | $1.0B | Spain | Nice Systems | NICE Workforce Management | Workforce Management | 2019 | n/a |
In 2019, Atento implemented NICE Workforce Management to consolidate workforce planning and scheduling for its contact center operations, aligning the deployment with the Workforce Management category. The deployment used NICE Workforce Management from Nice Systems as part of Atento’s broader CX technology ecosystem.
The implementation focused on standard Workforce Management functional modules, including forecasting, schedule optimization, intraday management and adherence monitoring, capacity planning and automated shift allocation, and performance reporting. Configuration emphasized contact volume driven forecasts and rule-based shift assignments to support agent availability and occupancy planning.
NICE Workforce Management was integrated into Atento’s existing CX stack, interfacing with Avaya cloud contact center infrastructure and NICE speech analytics to align schedule planning with interaction complexity and quality signals. The program also sat alongside technologies from Microsoft and SAP within Atento’s partner ecosystem to support data exchange for reporting and staffing inputs.
Governance changes included centralized workforce planning processes, defined intraday operations ownership and revised schedule approval workflows to enforce adherence and staffing policies. Rollout and operational ownership were positioned within Atento’s contact center operations teams to standardize rostering and intraday decision making across sites where the solution was adopted.
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Blue Cross of Idaho | Insurance | 1426 | $1.3B | United States | Nice Systems | NICE Workforce Management | Workforce Management | 2022 | n/a |
In 2022, Blue Cross of Idaho deployed NICE Workforce Management to address fragmented contact center processes and poor visibility into customer interactions. The initiative focused on the Meridian contact center where 230 agents handle 1.4 million annual calls and extended capabilities to district offices and back office teams supporting claims processing, enrollment, billing and sales functions.
The implementation combined NICE Workforce Management with NICE Desktop Automation, Recording with desktop tagging, Quality Management and Interaction Analytics to create an integrated agent desktop and scheduling platform. NICE Desktop Automation was configured for attended automation workflows that compile data from multiple sources and navigate agents within systems, while Interaction Analytics captured 100 percent of interactions and fed quality and coaching workflows into the WFM layer. Workforce Management was applied to forecasting, scheduling and intraday adherence processes to align staffing to demand and to operationalize quality scores and interaction insights.
Architecturally the solution collated data from disparate operational systems and surface results on the agent desktop, enabling attended automation to populate screens and present next best actions during calls. Interaction Analytics and recording with desktop tagging provided a continuous data feed into quality management and WFM, enabling queue level visibility and interaction level context for scheduling and coaching decisions. The deployment was extended functionally beyond the contact center into claims processing, enrollment, billing and sales to reduce handoffs and reuse proven automations across departments.
Governance emphasized staged rollout, beginning with Desktop Automation and Interaction Analytics, then folding in Workforce Management for staffing and quality orchestration, with agent adoption and optimization ideas incorporated into subsequent releases. Outcomes reported by the customer include an 8 point increase in first call resolution and a 14 point increase in customer satisfaction within the first month, a general reduction in average handle time of 17 percent with targeted reductions up to 87 percent, more than 250,000 dollars in annual savings and 100 percent of interactions captured by Interaction Analytics.
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Transportation | 8000 | $1.8B | United Kingdom | Nice Systems | NICE Workforce Management | Workforce Management | 2015 | n/a |
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Banking and Financial Services | 2600 | $1.5B | Ireland | Nice Systems | NICE Workforce Management | Workforce Management | 2020 | n/a |
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Insurance | 3000 | $1.5B | United States | Nice Systems | NICE Workforce Management | Workforce Management | 2017 | n/a |
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Insurance | 3400 | $904M | United Kingdom | Nice Systems | NICE Workforce Management | Workforce Management | 2020 | n/a |
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Retail | 73178 | $16.3B | United Kingdom | Nice Systems | NICE Workforce Management | Workforce Management | 2019 | n/a |
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Buyer Intent: Companies Evaluating NICE Workforce Management
ARTW Buyer Intent uncovers actionable customer signals, identifying software buyers actively evaluating NICE Workforce Management. Gain ongoing access to real-time prospects and uncover hidden opportunities. Companies Actively Evaluating NICE Workforce Management for Workforce Management include:
- Morgan Stanley, a United States based Banking and Financial Services organization with 80000 Employees
Discover Software Buyers actively Evaluating Enterprise Applications
| Logo | Company | Industry | Employees | Revenue | Country | Evaluated | ||
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FAQ - APPS RUN THE WORLD NICE Workforce Management Coverage
NICE Workforce Management is a Workforce Management solution from Nice Systems.
Companies worldwide use NICE Workforce Management, from small firms to large enterprises across 21+ industries.
Organizations such as American International Group (AIG), Toronto-Dominion Bank, Kingfisher, Norwegian Cruise Line and The Standard are recorded users of
NICE Workforce Management for Workforce Management.
Companies using NICE Workforce Management are most concentrated in Insurance, Banking and Financial Services and Retail, with adoption spanning over 21 industries.
Companies using NICE Workforce Management are most concentrated in United States, Canada and United Kingdom, with adoption tracked across 195 countries worldwide. This global distribution highlights the popularity of NICE Workforce Management across Americas, EMEA, and APAC.
Companies using NICE Workforce Management range from small businesses with 0-100 employees - 0%, to mid-sized firms with 101-1,000 employees - 9.52%, large organizations with 1,001-10,000 employees - 61.9%, and global enterprises with 10,000+ employees - 28.57%.
Customers of NICE Workforce Management include firms across all revenue levels — from $0-100M, to $101M-$1B, $1B-$10B, and $10B+ global corporations.
Contact APPS RUN THE WORLD to access the full verified NICE Workforce Management customer database with detailed Firmographics such as industry, geography, revenue, and employee breakdowns as well as key decision makers in charge of Workforce Management.