Conduent, a global BPO provider with 93,000 employees, streamlined its workforce management by implementing NICE WFM across 42,000 contact center agents. The unified solution improved scheduling, forecasting, and performance tracking, reducing service initiation time by 50%. Adoption rose by 45% in four months, manager productivity increased 30%, and agent system use rose 45%. Financial benefits included a 14% profit margin improvement and potential gains equal to 10% of revenue. With enhanced visibility, Conduent now makes faster, data-driven decisions and continues to improve efficiency and customer service.

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