Case Study ON THE NICE SOLUTION THE CHALLENGE HireRight used a legacy on-premises Avaya contact center system with multiple disparate solutions which resulted in manual, inefficient processes. The impact of non-integrated solutions also influenced agents’ job satisfaction. HireRight’s disparate workforce management system wasn’t stable which created inconsistent forecasts and schedules. With little insight into contact volumes and a very manual quality program, agent engagement was only 10%. Our quality process needed improvement,” says Janie Dellinger, Global Quality Supervisor at HireRight. “We manually assessed interaction quality using a spreadsheet, which made it difficult to track trends and calculate business analytics. As a result, we often missed the agents who struggled

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