News : Thomas Cook Deploys Cloud-Based NICE Workforce Management Solution
Ra'anana, Israel, April 27, 2015 -- NICE Systems (NASDAQ: NICE) announced that Thomas Cook has migrated its NICE Workforce Management (WFM) solution to the cloud. This deployment model provides greater flexibility and lower total cost of ownership, and is helping Thomas Cook be more responsive and competitive.
The migration to the cloud gives the company a single view across its UK-based operation, enabling it to more efficiently forecast and schedule agents across all of its contact centers and retail stores. With NICE IEX WFM deployed in both contact centers and retail locations, the organization can take advantage of the availability of retail staff to support the contact center - routing calls to individuals with the right skills and knowledge to handle customer queries.
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: Wednesday, April 29, 2015