These integrated solutions were selected based on their ability to meet WestJet’s business requirements and technology standards. The IEX TotalView system is claimed to improve WestJet’s forecasting and scheduling processes. As a result, WestJet will be able to operate its contact center business in a more efficient and effective manner.
Through this deployment, the company expects to see increased staffing efficiency, lower telecom costs, and increased agent empowerment, among other returns. Combining the workforce management and performance management solutions reportedly offers WestJet even greater power and performance.
Todd Peterson, director of operations for WestJet’s distribution team, said: With the workforce management system’s proven track record of success, and the performance management solution’s comprehensive capabilities, I am 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.
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