Air China implements a new WFM system

Air China has implemented a workforce management system from NICE.

The Chinese airline has completed the 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 leading Workforce Optimization suite, offers improved contact centre scheduling and increased forecast accuracy. Beyond these core capabilities, packaged scheduling will help the company address agent shortages and ensure that scheduling changes and on-site 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.

“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,” said Ma Xuefeng, Senior Manager at the Air China Customer Support Center. “After evaluating multiple vendors, to date NICE was the only one able to deliver a rich set of capabilities to help us forecast and schedule our staffing needs, demonstrating its innovation and ability to provide the right solution for our specific requirements.”

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