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September 23, 2008

WestJet Airlines Improves Performance Management with NICE SmartCenter

By Anshu Shrivastava, TMCnet Contributing Editor

NICE Systems (News - Alert) said that Canadian airline WestJet Airlines has selected the integrated NICE SmartCenter solutions for workforce management and performance management.
Company officials said that these integrated solutions were selected based on their ability to meet WestJet’s business requirements and stringent technology standards. Debbie May, president at IEX (News - Alert) Corp., a NICE Systems company, said: WestJet’s decision to make the switch to IEX TotalView is evidence of the solution’s differentiated business value.
The companies believe that IEX TotalView system will improve WestJet’s forecasting and scheduling processes. With the help of the system, WestJet hopes to operate its contact center business in a “more efficient and effective manner.”
In addition, the company expects to see increased staffing efficiency, lower telecom costs, and increased agent empowerment, among other returns.
IEX TotalView workforce management system and performance manager solution are part of NICE SmartCenter. NICE SmartCenter combines workforce and performance management with quality management, interaction analytics, compliance, coaching, and customer feedback within a service-oriented architecture.
May said in a statement that IEX TotalView continues to be the workforce management solution of choice for sophisticated contact centers. She added: “Coupling it with the Performance Manager solution demonstrates the added value of tight integration between workforce management and performance management while highlighting the growing market trend toward selecting vendor-developed solutions instead of developing in house.” 
The performance manager solution is expected to aggregate data from WestJet’s contact center solutions, such as the workforce management system and its ACDs, to provide a broader understanding of the business through a unified view of the business.
“With the workforce management system’s proven track record of success, and the performance management solution’s comprehensive capabilities, I’m confident that these NICE SmartCenter solutions will enable us to further enhance the Guest experience we provide, while lowering costs and promoting continued success for our people,” said
Todd Peterson, director of operations for distribution team at WestJet.
Earlier this month, NICE Systems has announced that ACCENT Marketing Services, a provider of outsourced customer lifecycle management solutions, has expanded its strategic implementation of NICE SmartCenter with the addition of NICE Perform.
For more, check out the Performance Management channel on TMCnet.

Anshu Shrivastava is a contributing editor for TMCnet. To read more of Anshu's articles, please visit her columnist page.

Edited by Stefania Viscusi

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