Air China selects NICE workforce management for contact center

MUMBAI, INDIA: NICE Systems is helping Air China streamline its service operations in order to enhance efficiency across its five contact centers. Air China 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 capabilitywill 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," MaXuefeng, senior manager at the Air China Customer Support Center.

"There are many new and exciting opportunities in this region, and we are investing in our solutions, in order to meet the needs ofthe local market," said Raghav Sahgal, president of NICE APAC.