Apps Run The World Apps Purchases

Customer	Industry	Empl.	Revenue	Country	Vendor	Application	Category	When	VAR/SI	Insight Source
NFU Mutual	Insurance	4309	$2.5B	United Kingdom	Calabrio	Calabrio Teleopti WFM	Workforce Management	2012	n/a
Royal Mail	Distribution	130000	$8.6B	United Kingdom	Verint Systems	Verint Workforce Optimization	Workforce Management	2012	n/a	In 2012, Royal Mail implemented Verint Workforce Optimization, deploying a Workforce Management solution for Customer Experience contact center resource planning. The deployment targeted forecasting, scheduling and workload planning for the Doxford Customer Contact Centre in Sunderland and for network resource planning teams across the organization. The Verint Workforce Optimization implementation included call recording, performance management and quality management modules configured to support forecasting, workload modeling, adherence monitoring and QA workflows. Configuration emphasized agent-level performance metrics and recording retention tied into structured quality review processes. Verint WFO was integrated with an Avaya ACD to ingest call volumes, routing and real-time queue data used by forecasters and schedulers. Operational coverage encompassed the Customer Experience function, with a dedicated team of forecasters and schedulers producing utilization forecasts and financial workload reporting. Governance was centralized under a Network Resource Planning team that runs tactical forecasting, scheduling and reporting processes, providing a full resource planning solution for Royal Mail Customer Experience. The setup aligned call recording and quality management evidence with performance management workflows, enabling standardized forecasting, scheduling and financial data production for operational planning.
	Transportation	28501	$12.1B	United Kingdom	Nice Systems	NICE IEX Workforce Management	Workforce Management	2012	n/a
	Insurance	2934	$1.1B	Indonesia	ABB Enterprise Software Group	ABB Ability Ellipse WFM	Workforce Management	2012	n/a
	Professional Services	1000	$150M	Australia	UKG	UKG Workforce Central (ex Kronos Workforce Central)	Workforce Management	2012	n/a
	Utilities	375	$533M	United States	Infor	Infor Workforce Management	Workforce Management	2012	n/a
	Retail	660	$100M	United States	UKG	UKG Workforce Central (ex Kronos Workforce Central)	Workforce Management	2012	n/a
	Professional Services	250	$25M	Monaco	ABS Nautical Systems	ABS NS Crew and Payroll Manager	Workforce Management,Payroll	2012	n/a
	Healthcare	816	$90M	Australia	UKG	UKG Workforce Central (ex Kronos Workforce Central)	Workforce Management	2012	n/a
	Healthcare	2885	$169M	Australia	UKG	UKG Workforce Central (ex Kronos Workforce Central)	Workforce Management	2012	n/a

Logo

Customer

Industry

Empl.

Revenue

Country

Vendor

Application

Category

When

VAR/SI

Insight

Insight Source

NFU Mutual

Insurance

4309

$2.5B

United Kingdom

Calabrio

Calabrio Teleopti WFM

Workforce Management

2012

n/a

Royal Mail

Distribution

130000

$8.6B

United Kingdom

Verint Systems

Verint Workforce Optimization

Workforce Management

2012

n/a

In 2012, Royal Mail implemented Verint Workforce Optimization, deploying a Workforce Management solution for Customer Experience contact center resource planning. The deployment targeted forecasting, scheduling and workload planning for the Doxford Customer Contact Centre in Sunderland and for network resource planning teams across the organization. The Verint Workforce Optimization implementation included call recording, performance management and quality management modules configured to support forecasting, workload modeling, adherence monitoring and QA workflows. Configuration emphasized agent-level performance metrics and recording retention tied into structured quality review processes. Verint WFO was integrated with an Avaya ACD to ingest call volumes, routing and real-time queue data used by forecasters and schedulers. Operational coverage encompassed the Customer Experience function, with a dedicated team of forecasters and schedulers producing utilization forecasts and financial workload reporting. Governance was centralized under a Network Resource Planning team that runs tactical forecasting, scheduling and reporting processes, providing a full resource planning solution for Royal Mail Customer Experience. The setup aligned call recording and quality management evidence with performance management workflows, enabling standardized forecasting, scheduling and financial data production for operational planning.