News : NICE Workforce Management Delivers Transformational Customer Experience for Travel Company
Hoboken, NJ, USA, Jan 9, 2018 -- NICE (Nasdaq:NICE) announced that Thomas Cook UK, a leisure travel company, has improved employee and customer engagement, as well as operational efficiency, with their renewal and upgrade of NICE Workforce Management (WFM). Building on more than a seven year relationship with NICE, the solution is key in a forward-looking strategy of improved customer experience and cost-effectiveness at the company’s UK-based contact centres.
NICE WFM, with workforce management software, is providing Thomas Cook UK the tools to integrate omnichannel data from across the organization, to generate accurate contact centre forecasts and staffing plans, and to automate time-consuming tasks related to scheduling and real-time analytics.
John O’Hara, President, NICE EMEA:
"NICE WFM is a robust solution suited to the complexity of Thomas Cook, which is the oldest and best known name in leisure travel, providing them the precise forecasts, unique flexibility and clear actionability needed for reinventing customer service. NICE WFM is the most complete and configurable solution on the market, putting control in the hands of exacting WFM professionals in the travel industry, who need to account for seasonal peaks that impact forecasting, scheduling and service level expectations."
Jorg Bordt, Group Head of Customer Contact Centres, Thomas Cook UK:
"We are very proud to serve 19 million customers worldwide each year, with a focus on constant improvement and greater responsiveness to changing market demands. NICE played a key role in our current business transformation, with its broad capabilities as a market-leading workforce optimization vendor, our close working relationship, and a clear understanding of our needs."
Posted by Veronica Silva Cusi, news correspondent
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About NICE Systems:
NICE (NASDAQ: NICE), is a worldwide provider of intent-based solutions that capture and analyze interactions and transactions, realize intent, and extract and leverage insights to deliver impact in real time. Driven by cross-channel and multi-sensor analytics, NICE solutions enable organizations to improve business performance, increase operational efficiency, prevent financial crime, ensure compliance, and enhance safety and security. NICE serves over 25,000 organizations in the enterprise and security sectors, representing a variety of sizes and industries in more than 150 countries, and including over 80 of the Fortune 100 companies.
About Thomas Cook:
Thomas Cook Direct is a travel company employing over 16,000 staff and operating throughout a network of 1,050 locations in the UK and overseas carrying over 3.5 million passengers a year.
Published: Thursday, January 11, 2018
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