Workforce Optimization Featured Article
TechStyle Deploys NICE WFM Platform and inContact Solution
TechStyle Fashion Group, a global lifestyle company, recently made a change to its own lifestyle by deploying a unified cloud workforce management (WFM) platform for its global organization. The platform integrates capabilities from NICE and inContact. This combination of solutions empowers its 680 customer-facing agents in L.A., Barcelona, the Philippines, Mexico, Poland and Serbia with advanced capabilities and provides valued insights into operational metrics, allowing for greater efficiency.
Before making the switch to NICE, TechStyle had another provider for its North American site operations on hand. However, agents felt that there were several capabilities left to be desired, and did not think the solution was fully meeting their needs. Since switching to NICE, agents are overall much happier because they have access to more accurate forecasting and reporting capabilities, which are essential to working efficiently. They can now also have more control of their own scheduling thanks to NICE’s Webstation. The Webstation is a single portal for WFM and performance data that allows agents to manage time off requests, vacation requests and shift bids.
inContact comes into play in the platform because its Customer Interaction Cloud platform easily integrates with NICE’s cloud WFM platform. This combination allows TechStyle to receive and track real time data directly from the inContact automatic call distribution system. This tracking provides agent activity information, which ultimately highlights how effective and productive each agent is. inContact’s multi-channel intraday contact data is also used by the NICE cloud WFM solution to help TechStyle forecast and generate schedules for multiple sites. This is an important feature because it gives the company the best combination of schedules heading into the busy season.
Although the TechStyle agents are now enjoying a variety of new capabilities thanks to the WFM platform, what’s even more impressive is the timeframe this switch occurred in. The three companies worked together quickly, in just six weeks, to make the switch in time for TechStyle’s peak selling season.
This dedication to meeting customer needs is one of the main reasons TechStyle chose NICE and inContact, according to Mike Shay, SVP, Global Member Services, TechStyle: “Our move to NICE was based upon two important factors. First, we were looking for the best cloud offering on the market, which would allow our customer-centric operation to continue to evolve into an efficient and engaged organization that delights our customers and rewards our employees. NICE was the clear choice. And second, we were impressed with NICE’s ability to work with inContact to go live within a very aggressive timeframe, which displays their commitment to our company’s success.”
Hopefully TechStyle’s new WFM capabilities in the cloud will allow the company to win more business and continue meeting customer needs.
Edited by Stefania Viscusi