RA'ANANA, Israel, April 27, 2015 /PRNewswire/ --
NICE Systems (NASDAQ: NICE)
today 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.
Thomas Cook has been using NICE's
on-premise WFM solution for nine years. 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.
The NICE solution offers:
- Transparency - Forecasting and scheduling take into
consideration multiple factors like skill types, contact channels,
departments, etc.
- Insight - Contact center and store managers gain real-time
visibility into service queues and employee adherence to shifts and
can take immediate action when necessary.
- Motivation - Employees own their own schedules and can easily
request time off or trade shifts.
Martin West, Head of Central
Operations Support, Thomas Cook UK & Ireland
"Following many years of success with NICE's Workforce
Management solution, we decided to move our operations to the cloud
in order to accommodate our growing business needs, which includes
a multi-channel service operation. This has also given us the
opportunity to centralize our customer-facing operations, which
will help us achieve greater operational efficiency, better
service, and reduced costs."
Benny Einhorn, President, NICE
EMEA
"Our WFM offering continues to evolve to meet the needs of
leading companies like Thomas Cook -
providing them the necessary deployment flexibility to effectively
meet customer demands across touch points. With this cloud
deployment, the company has a clear, organization-wide view into
the forecasting and scheduling of staff, while at the same time
retail personnel have ownership over their schedules. We're proud
of our partnership with Thomas Cook
which provides an excellent example of how a company can deliver
outstanding customer service through employee engagement."
About Thomas
Cook
Thomas Cook Group plc is one of the world's leading leisure
travel groups with sales of over £9 billion and more than 20
million customers in the year ended 30 September 2013. Thomas
Cook is supported by c27,000 employees and operates from 17
countries; it is number one or two in all its core markets. Thomas
Cook Group plc's shares are listed on the London Stock Exchange
(TCG).
About NICE Systems
NICE Systems (NASDAQ: NICE) is the worldwide leading provider of
software solutions that enable organizations to take the next best
action in order to improve customer experience and business
results, ensure compliance, fight financial crime, and safeguard
people and assets. NICE's solutions empower organizations to
capture, analyze, and apply, in real time, insights from both
structured and unstructured Big Data. This data comes from multiple
sources, including phone calls, mobile apps, emails, chat, social
media, video, and transactions. NICE solutions are used by over
25,000 organizations in more than 150 countries, including over 80
of the Fortune 100 companies. http://www.nice.com.
Trademark Note: NICE and the NICE logo are trademarks or
registered trademarks of NICE Systems. All other marks are
trademarks of their respective owners. For a full list of NICE
Systems' marks, please see:
http://www.nice.com/nice-trademarks.
Forward-Looking Statements
This press release contains forward-looking statements as
that term is defined in the Private Securities Litigation Reform
Act of 1995. Such forward-looking statements, including the
statements by Mr. Einhorn, are based on the current beliefs,
expectations and assumptions of the management of NICE-Systems Ltd.
(the Company). In some cases, such forward-looking statements can
be identified by terms such as believe, expect, may, will, intend,
project, plan, estimate or similar words. Forward-looking
statements are subject to a number of risks and uncertainties that
could cause the actual results or performance of the Company to
differ materially from those described herein, including but not
limited to the impact of the global economic environment on the
Company's customer base (particularly financial services firms)
potentially impacting our business and financial condition;
competition; changes in technology and market requirements; decline
in demand for the Company's products; inability to timely develop
and introduce new technologies, products and applications;
difficulties or delays in absorbing and integrating acquired
operations, products, technologies and personnel; loss of market
share; an inability to maintain certain marketing and distribution
arrangements; and the effect of newly enacted or modified laws,
regulation or standards on the Company and our products. For a more
detailed description of the risk factors and uncertainties
affecting the company, refer to the Company's reports filed from
time to time with the Securities and Exchange Commission, including
the Company's Annual Report on Form 20-F. The forward-looking
statements contained in this press release are made as of the date
of this press release, and the Company undertakes no obligation to
update or revise them, except as required by law.
Corporate Media Contact
Erik Snider, +1-877-245-7448,
erik.snider@nice.com
Investors
Marty Cohen, +1-212-574-3635,
ir@nice.com, ET
Yisca Erez +972-9-775-3798, ir@nice.com, CET
SOURCE NICE Systems