Sky selects Nice Systems to enhance customer experience

Sky (BSkyB) has selected Nice Systems to enhance customer experience and improve operational efficiency.

Sky will utilize a joint Nice-Silver Lining workforce optimization (WFO) solution to manage its workforce to provide outstanding customer service, drive optimal business results, and reduce costs.

“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.

Sky, a leading UK home entertainment and communications company, is deploying a solution that will provide visibility into actual agent activity and skill gaps for over 7,500 customer-facing employees.

Nice solutions will enable the company to create, manage, and enhance tailored training plans at scale. It can also ensure that agents are able to quickly and easily access information needed during real-time customer interactions.

“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,” said Benny Einhorn, president EMEA and chief marketing officer at Nice.

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