NICE today announced that Sunrise Communications has selected its WFM and Employee Engagement Manager solutions to boost workforce engagement across operations.
NICE’s solutions will enable Sunrise to provide real-time staffing and skills visibility as well as accurately forecasting future workforce needs, ensuring customer service at the highest level in any business dynamic.
This will allow the firm to leverage employee competencies across multiple channels while enabling scheduling flexibility.
Anthony Maycroft, Planning and Analytics Customer Services, Sunrise Communications, said: “Customer service quality and employee wellbeing are of utmost importance to us. Centrally balancing having the right staff with the right skills at the right times in contact centres across geographies is critical.
“We believe NICE fulfils these needs, giving us holistic, real-time workforce visibility to precisely predict demand so that we can deliver excellent experiences while ensuring employee engagement.”
John O’Hara, President, NICE EMEA, added: “Successful organisations consistently seek opportunities to out-innovate and deliver extraordinary customer experiences. We believe our WFM and EEM solutions will help Sunrise Communications agilely adapt to any reality and take customer and employee experiences to new heights of excellence.”
Sunrise Communications has headquarters in Switzerland and operations across Europe. They selected NICE for its reliability and planning accuracy across a multi-skilled workforce to help drive performance and efficiency across their in-house and outsourced operations.
