Workforce Management Featured Article
Kwik-FIT Implements NICE IEX Workforce Management System in Partnership with Sinclair Voicenet
A NICE platinum partner and NICE Master Distributor, Sinclair Voicenet will implement NICE IEX (News - Alert) Workforce Management system at one of the Kwik-Fit Financial Services (KFFS) contact centers in Uddingston, Lanarkshire. Kwik-Fit Financial Service’s existing telecom infrastructure is based on Avaya (News - Alert) technologies and the new system will integrate with the existing infrastructure.
This new system is expected to improve workforce planning and scheduling and overall efficiency of the contact center. This is going to translate into a higher level of service to customers.
Kwik-Fit Financial Services (KFFS) is one of the UK's leading insurance intermediaries. The company offers insurance products under three personal lines insurance brands; Kwik-Fit Insurance, The Green Insurance Company and Express Insurance. As the nation’s one of the leading insurance providers, the company has to handle millions of online and offline customer interactions annually.
The company has launched a joint tender along with its sister company RIAS, the 50 year old insurance provider, to provide the NICE IEX Workforce Management system. Sinclair Voicenet was finally awarded the contract.
“We are constantly looking to utilize technological solutions that can help both our people and our customers. Having worked closely with us for over 14 years providing various voice recording and quality management solutions, the most recent being the NICE Interaction Management system, Sinclair Voicenet really understood what we were trying to achieve,” Managing Director at Kwik-Fit Financial Services June Lynch commented in a statement. “The new system will allow us to accurately forecast customer demand within our call centre. Importantly, this will ensure that we deploy our people in the most efficient way to best manage our customers’ enquiries.”
Edited by Amanda Ciccatelli