Sky will use a joint NICE-Silver Lining workforce optimisation solution to more effectively manage its multi-site, multi-skill, contact centre environment.

Silver Lining Solutions today announced that it has been selected by Sky (BSkyB) to help enhance customer experience and improve operational efficiency. Sky will utilise a joint NICE-Silver Lining workforce optimisation (WFO) solution to more effectively manage its multi-skilled workforce in order to provide outstanding customer service, drive optimal business results, and reduce costs.

"Sky is making significant investments in workforce optimisation 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. "We are confident that the combined offering from NICE and Silver Lining Solutions will help us extend our leadership in customer service."

Sky is among the leading UK home entertainment and communications companies and runs one of the largest contact center operations in the UK. The offering will provide the most complete visibility into actual agent activity and skill gaps for over 7,500 customer-facing employees. Using this performance data, the company can 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.

"We are delighted to be helping Sky achieve its business goals," said Amanda Westwood, CEO at Silver Lining Solutions. "Sky's rich and diverse product set needs to be underpinned by a world-class customer experience. I am confident that the Silver Lining Solutions-NICE unified Skills Management and WFM solution will provide Sky with scalable, multi-channel workforce optimisation capabilities to enhance the customer experience and drive significant operational efficiencies."