Thomas Cook has swapped out its on-premise workforce management solution for a cloud-based alternative in a bid to make the company more responsive and competitive, it announced this week.
The travel agency said it has been using Nice Systems’ workforce management platform for a number of years, but it decided to move onto the company’s cloud-based service to help gain a consolidated view of its workforce, which would make things like scheduling and forecasting more efficient.
“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,” said Martin West, head of central operations support, Thomas Cook UK & Ireland.
“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,” West said.
Benny Einhorn, president, Nice EMEA said: “With this cloud deployment, the company has a clear, organization-wide view into the forecasting and scheduling of staff, while at the same time retail personnel have ownership over their schedules. We’re proud of our partnership with Thomas Cook which provides an excellent example of how a company can deliver outstanding customer service through employee engagement.”