Case Study Bell Canada Simplifies Complex Workforce Operations with NICE WFM SmartSync and SMS Bell Canada’s contact center provides multichannel support for a variety of telecommunications products. The large, complex operation encounters frequent staff shortages and needs efficient processes to deal with overtime, paid time off, and absence requests. Bell Canada used NICE SmartSync to internally develop a virtual manager software layer which streamlines these transactions through SMS text messaging with agents. CUSTOMER PROFILE ABOUT Founded in 1880, Bell Canada is the nation’s broadband leader providing advanced wireless, internet, TV, smart home and business services over world-class L TE and fiber networks to residential, business, and wholesale customers. INDUSTRY T

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