NICE helps Air China to enhance Operational Efficiency

NICE Systems has announced that it has extended its support to Air China for streamlining its service operations in order to enhance efficiency across its five contact centres. 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.

Deploying our solution at Air China is a testament to NICE’s deep understanding of the special requirements of the Chinese contact centre market. 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, said Raghav Sahgal, President, NICE APAC.

NICE WFM will offer 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 centre campus, this capability will enable them to optimize their time and better control their individual scheduling.