Case Studies

TD Bank Case Study


The Toronto-Dominion Bank and its subsidiaries are collectively known as TD Bank Group (TD). It also ranks among the world’s leading online financial services firms, with more than 15 million active online and mobile customers. Its operations command center serves 10,000 full-time employees and 95% of the contact center groups across TD Bank’s 65 lines of business in North America. Approximately 8,000 agents are actively using Employment Engagement Manager (EEM) for monitoring real-time adherence as well as critical incidents and events that could disrupt the normal flow of business operations.