News : NICE Workforce Management Implemented at Air China
RA’ANANA, ISRAEL, Oct 14, 2013 -- NICE Systems (NASDAQ: NICE) announces it is helping Air China streamline its service operations in order to enhance efficiency across its five contact centers. The Chinese airline recently completed implementation of NICE Workforce Management (WFM), including a "packaged scheduling" capability, which enables the company to schedule its agents according to a predefined sequence of shifts spanning multiple days.
NICE WFM, part of NICE’s Workforce Optimization suite, offers improved contact center scheduling and increased forecast accuracy. Beyond these core capabilities, packaged scheduling will help the company address agent shortages and ensure that scheduling changes and onsite management are done in the most efficient manner. Furthermore, since many of Air China’s employees spend several days at a time on the Air China contact center campus, this capability will enable them to optimize their time and better control their individual scheduling.
"By adapting the NICE Workforce Management solution to our contact center environment, we will be able to significantly improve our operational efficiency and help agents easily manage their own schedules," Ma Xuefeng, Senior Manager at the Air China Customer Support Center. "After evaluating multiple vendors, to date NICE was the only one able to deliver a rich set of capabilities to help us forecast and schedule our staffing needs, demonstrating its innovation and ability to provide the right solution for our specific requirements."
"Deploying our solution at Air China is a testament to NICE’s deep understanding of the special requirements of the Chinese contact center market," said Raghav Sahgal, President of NICE APAC. "There are many new and exciting opportunities in this region, and we are investing in our solutions, including expanding their capabilities, in order to meet the needs of the local market."
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.
Published: Wednesday, October 16, 2013