Case Study ON THE NICE SOLUTION ABOUT DEL TA AIR LINES Using the data driven benchmarking approach, Delta Air Lines developed a road map for increased efficiency impacting both service levels and bottom line. With CXone Workforce Optimization, Delta Air Lines drives innovation and breakthrough performance in customer contact center operations by scheduling and deploying its most expensive and complex resource — its agents. CUSTOMER PROFILE Travel WEBSITE www.delta.com NICE CXone SOLUTIONS y CXone Omnichannel Routing y CXone Analytics y CXone Workforce Optimization y CXone Open Cloud Foundation RESUL TS ACHIEVED y 100% elimination of agent shortages y 98.5% schedule efficiency y 12% savings in schedule costs y 73% reduction in excess agent hours Schedules generated by CXone

Join for free to read