Hermes Selects Workforce Management System

Hermes has chosen the NICE cloud-based Workforce Management (WFM) solution to improve its ability to forecast and plan staffing levels.

Operating a network of over 10,000 lifestyle couriers and over 4,500 ParcelShops, handling more than 210 million parcels last year, Hermes had specific needs in a new WFM solution.

These included:

• Scalability for seasonal usage peaks
• Flexible pricing for peak times
• Integration with Oracle Right Now
• Common system and real-time adherence for on-site and remote agents
• Efficient forecasting and planning of multichannel contacts
• Flexible and automated scheduling of requests and notifications

With a solution deployed in the NICE Cloud and licensed on a subscription basis, the company was able to respond to Hermes’ challenges and deliver the WFM solution they wanted.

“We are proud to provide Hermes with scalability and elasticity for their workforce management and to contribute to their ability to deliver excellent customer service,” said Benny Einhorn, President of NICE EMEA.

“We chose NICE because of its strong brand and leadership position, and its highly flexible cloud-based solutions. Since it is cloud-based, NICE WFM enables remote access to WFM for off-site agents, and it ensures rapid scalability for seasonal usage spikes,” said Dawn Redman, Head of Customer Service, Hermes Parcelnet Ltd.

For more information about NICE, visit their website.