NICE Systems today announced it is helping Air China streamline its service operations in order to enhance efficiency across its five contact centers. The leading 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 leading 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,” said Ma Xuefeng, Senior Manager, 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, 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.”