Thomas Cook has migrated its NICE Workforce Management (WFM) solution to the cloud to benefit from greater flexibility and lower total cost of ownership.
The company migrated WFM to the cloud after using NICE’s on-premise WFM solution for nine years. The travel company will gain from a single view across its UK-based operation. Forecast and schedule agents across all of its contact centers and retail stores will be some of the other benefits from the migration to cloud.
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.
Martin West, head of Central Operations Support, Thomas Cook UK & Ireland, said: We decided to move our operations to the cloud in order to accommodate our growing business needs, which include 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, said: “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.”