Apps Run The World Apps Purchases

Customer	Industry	Empl.	Revenue	Country	Vendor	Application	Category	When	VAR/SI	Insight
Acromas Insurance Company	Insurance	100	$10M	United Kingdom	Qmax	Qmax Contact Center	Workforce Management	2013	n/a	In 2013, Acromas Insurance Company implemented Qmax Contact Center to address contact center staffing and scheduling. The Qmax Contact Center deployment focused on Workforce Management across the company’s United Kingdom contact center operations, covering call advisors and workforce planners. Operational responsibilities emphasized managing call volumes to ensure calls were handled efficiently, ensuring sufficient staff cover matched business requirements, and maintaining advisor skill sets to meet regulatory obligations. Staff-level tools and practices referenced use of Qmax alongside telephony systems and standard office productivity software for reporting and shift coordination. Configuration centered on Workforce Management modules including forecast-driven scheduling, capacity planning, intraday management, adherence monitoring and skills-based rostering. The Qmax Contact Center environment was implemented alongside contact center telephony systems such as Avaya and Lucent as part of the operational stack, enabling schedule adherence workflows and skill-aligned staffing. Governance established scheduling rules, skills matrices and adherence reporting to enforce regulatory compliance and align advisor coverage to predicted call volumes. Operationalization relied on workforce planners and supervisors to manage schedules, staffing adjustments and routine reporting processes.
Admiral Group	Insurance	13000	$5.1B	United Kingdom	Connex One	Connex One Workforce Optimisation	Workforce Management	2022	n/a	In 2022 Admiral Group implemented Connex One Workforce Optimisation as part of its Workforce Management stack to centralize contact centre workforce planning and scheduling. The deployment focused on embedding a single workforce management application to support outbound dialling campaigns and sales operations across Admiral Group contact centres. Connex One Workforce Optimisation was configured to deliver core Workforce Management capabilities including demand forecasting, automated schedule generation, intraday management and adherence monitoring, and performance analytics and management information. Configuration work emphasized campaign-level roster rules, capacity modelling for outbound dialler workflows, and real-time dashboards to support supervisors and workforce planners. The implementation integrated with existing dialling technologies and contact centre tooling referenced in client context, including Open Contact and Rostrvm, and aligned operational data flows with the NICE IEX workforce management environment used in parallel. Operational scope targeted Admiral Group contact centre outbound operations and supporting Sales, IT and Marketing stakeholders to coordinate campaign execution and system telemetry. Governance changes included formalized workforce planning processes, KPI definition and management reporting, and supervisor enablement through MI dashboards and coaching workflows. Compliance controls and monitoring were incorporated to support FCA and OFCOM requirements, while processes for continuous service improvement and campaign performance review were established to sustain adherence and operational consistency.
	Insurance	2136	$717M	United Kingdom	Verint Systems	Verint Workforce Management	Workforce Management	2018	n/a
	Professional Services	978	$128M	United Kingdom	Avaya	Avaya Aura Workforce Optimization	Workforce Management	2008	n/a
	Leisure and Hospitality	200	$115M	United Kingdom	Genesys	Genesys Workforce Management	Workforce Management	2015	n/a
	Retail	51000	$8.8B	United Kingdom	Avaya	Avaya Aura Workforce Optimization	Workforce Management	2012	n/a
	Insurance	4200	$3.7B	United Kingdom	Calabrio	Calabrio Teleopti WFM	Workforce Management	2014	n/a
	Insurance	4200	$3.7B	United Kingdom	Nice Systems	Nice WorkFlex Intelligent Intraday Automation	Workforce Management	2013	n/a
	Retail	64733	$10.0B	United Kingdom	Nice Systems	NICE IEX Workforce Management	Workforce Management	2022	n/a
	Retail	64733	$10.0B	United Kingdom	UKG	UKG Workforce Central (ex Kronos Workforce Central)	Workforce Management	2009	n/a

Logo

Customer

Industry

Empl.

Revenue

Country

Vendor

Application

Category

When

VAR/SI

Insight

Acromas Insurance Company

Insurance

100

$10M

United Kingdom

Qmax

Qmax Contact Center

Workforce Management

2013

n/a

In 2013, Acromas Insurance Company implemented Qmax Contact Center to address contact center staffing and scheduling. The Qmax Contact Center deployment focused on Workforce Management across the company’s United Kingdom contact center operations, covering call advisors and workforce planners. Operational responsibilities emphasized managing call volumes to ensure calls were handled efficiently, ensuring sufficient staff cover matched business requirements, and maintaining advisor skill sets to meet regulatory obligations. Staff-level tools and practices referenced use of Qmax alongside telephony systems and standard office productivity software for reporting and shift coordination. Configuration centered on Workforce Management modules including forecast-driven scheduling, capacity planning, intraday management, adherence monitoring and skills-based rostering. The Qmax Contact Center environment was implemented alongside contact center telephony systems such as Avaya and Lucent as part of the operational stack, enabling schedule adherence workflows and skill-aligned staffing. Governance established scheduling rules, skills matrices and adherence reporting to enforce regulatory compliance and align advisor coverage to predicted call volumes. Operationalization relied on workforce planners and supervisors to manage schedules, staffing adjustments and routine reporting processes.

Admiral Group

Insurance

13000

$5.1B

United Kingdom

Connex One

Connex One Workforce Optimisation

Workforce Management

2022

n/a

In 2022 Admiral Group implemented Connex One Workforce Optimisation as part of its Workforce Management stack to centralize contact centre workforce planning and scheduling. The deployment focused on embedding a single workforce management application to support outbound dialling campaigns and sales operations across Admiral Group contact centres. Connex One Workforce Optimisation was configured to deliver core Workforce Management capabilities including demand forecasting, automated schedule generation, intraday management and adherence monitoring, and performance analytics and management information. Configuration work emphasized campaign-level roster rules, capacity modelling for outbound dialler workflows, and real-time dashboards to support supervisors and workforce planners. The implementation integrated with existing dialling technologies and contact centre tooling referenced in client context, including Open Contact and Rostrvm, and aligned operational data flows with the NICE IEX workforce management environment used in parallel. Operational scope targeted Admiral Group contact centre outbound operations and supporting Sales, IT and Marketing stakeholders to coordinate campaign execution and system telemetry. Governance changes included formalized workforce planning processes, KPI definition and management reporting, and supervisor enablement through MI dashboards and coaching workflows. Compliance controls and monitoring were incorporated to support FCA and OFCOM requirements, while processes for continuous service improvement and campaign performance review were established to sustain adherence and operational consistency.