CASE STUDY About HireRight Companies in the process of hiring new employees often turn to HireRight to conduct pre-employment screenings to ensure candidates are a good fit. HireRight is the world’s largest provider of these services, serving more than 200 countries and territories. The company has eight contact centers located around the world, including the U.S., the Caribbean, Asia and Europe, and its 532 agents service over four million interactions per year. The Challenge HireRight used a legacy on-premises Avaya contact center system with mul- tiple disparate solutions which resulted in manual, inefficient processes. The impact of non-integrated solutions also influenced agents’ job satis- faction. HireRight’s disparate workforce management system wasn’t stable which created in

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