TechStyle Fashion Group has deployed a unified cloud workforce management (WFM) platform for its global organization of 680 customer-facing agents. This project, which integrates capabilities from NICE and inContact, allows agents in Los Angeles, Barcelona, the Philippines, Mexico, Poland and Serbia to enjoy advanced agent empowerment capabilities, while providing the company enhanced insights into operational metrics for greater efficiency.
TechStyle replaced its previous provider for North American site operations with the NICE platform, which offers more accurate forecasting and reporting capabilities. Additionally, company agents have been able to take more control of their scheduling via NICE's Webstation, a single portal for WFM and performance data, allowing agents to manage time off requests, vacation requests and shift bids.
TechStyle worked together with NICE and inContact to deliver the project in just six weeks in order to be prepared for one of its peak selling seasons. NICE's cloud WFM platform integrates with the existing inContact Customer Interaction Cloud platform, receiving and tracking real-time data directly from the inContact automatic call distribution system to provide reliable and expedient agent activity information. inContact's multi-channel intraday contact data is also used by the NICE cloud WFM solution to help TechStyle forecast and generate schedules for multiple sites, giving the fashion company the right mix of schedules to tackle its busy season.
"Our move to NICE was based upon two important factors. First, we were looking for the best cloud offering on the market, which would allow our customer-centric operation to continue to evolve into an efficient and engaged organization that delights our customers and rewards our employees," said Mike Shay, senior vice president, global member services, TechStyle. "NICE was the clear choice. And second, we were impressed with NICE's ability to work with inContact to go live within a very aggressive timeframe, which displays their commitment to our company's success."