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Sky Selects NICE to Further Enhance Customer Experience
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Sky Selects NICE to Further Enhance Customer Experience

 
July 24, 2013

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By Anil Sharma, TMCnet Contributor
 

Sky (BSkyB (News - Alert)), which operates a comprehensive multi-channel, multi-platform television service in the U.K. and Ireland, has selected NICE Systems to further enhance its customer experience and improve operational efficiency.


As part of the pact, Sky will use a joint NICE-Silver Lining workforce optimization solution to more effectively manage its multi-site, multi-skill, contact center environment.

Silver Lining Solutions is a major player in performance optimization.

"Sky is making significant investments in workforce optimization technologies to further improve our great customer service and which will deliver a compelling return on investment," said Andy Webster, head of contact design and service delivery at Sky, in a statement.

"We are confident that the combined offering from NICE and Silver Lining Solutions will help us extend our leadership in customer service," Webster added.

Sky is a home entertainment and communications company and runs one of the largest contact center operations in the U.K.

Officials with the NICE Systems (News - Alert) said that the offering will provide the most complete visibility into actual agent activity and skill gaps for over 7,500 customer-facing employees.

Company officials said that using this performance data, the company can create, manage, and enhance tailored training plans at scale.

"We are pleased to play an important role in helping Sky achieve its business goals," said Benny Einhorn, president EMEA and chief marketing officer at NICE.

"While Sky has a rich and diverse product set, we were able to offer them a unified WFM and skills management strategic solution. The adoption of our solution by a major UK communications company strongly supports the value of our offering in providing scalable, multi-channel workforce optimization capabilities," Einhorn said.

Earlier in June, NICE Systems and Bunchball announced a partnership that aims to help organizations improve performance among customer-facing and back office employees by using gamification techniques such as virtual challenges, contests and quests.

The joint NICE/Bunchball offering provides businesses an innovative way to incentivize employee excellence, motivate higher levels of service and motivate behavior that drives results.




Edited by Alisen Downey

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