Thomas Cook has been using NICE’s on premise WFM solution for eight years. The migration to the cloud will give the company a single view across its UK-based operation, enabling it to more efficiently forecast and schedule agents across all of its contact centres and retail stores.
With NICE IEX WFM deployed in both contact centres and retail locations, the organisation can take advantage of the availability of retail staff to support the contact centre, routing calls to individuals with the right skills and knowledge to handle customer queries.
Martin West, head of central operations support at Thomas Cook UK & Ireland, said: “Following many years of success with NICE’s Workforce Management solution, we decided to move our operations to the cloud in order to accommodate our growing business needs, which includes a multi channel service operation.
“This has also given us the opportunity to centralise our customer-facing operations, which will help us achieve greater operational efficiency, better service and reduced costs.”
As the travel giant consolidates its internal business functions and moves them to cloud platforms, it continues to develop its omni-channel strategy for customers. In 2014 Thomas Cook reported more than £3bn of sales through its websites, of which £500m came from mobile devices.
A new website launched in May 2014 produced increasedf package holiday bookings of 11 percent from desktops, 61 percent from tablets and 212 percent from mobile.
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