Case Study ON THE NICE SOLUTION ABOUT ONESOURCE VIRTUAL Founded in 2008, OneSource Virtual is a pioneer in Business Process as a Service (PBaaS). The company operates exclusively within the Workday ERP system to help customers meet their HR and finance needs through application, financial, human capital and professional services management. The company operates contact centers located in Texas, Arizona and Ireland. Its 100 agents handle 400,000 interactions annually, with volumes split between Dallas and Mesa for redundancy. The Ireland call center primarily handles interactions from European customers. The agents answer questions, including payroll, employee benefits and human resources-type queries, from employees of OneSource Virtual’s customers. Call volumes increase significa

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