Case Studies

IAG Loyalty (Avios) agents happier after move to Cloud


Avios manages loyalty programs for B2B clients and is a 20-year NICE WFM customer located in the UK. Learn about their decision to upgrade to the cloud and how NICE Value Realization Services (VRS) challenged them to do better. Contains detail regarding specific improvements and their impact on scheduling and forecasting, plus before and after eSAT survey results that demonstrate staff’s emotional attachment to flexible scheduling. This case study will be valuable for anyone considering an upgrade to cloud or those who want to see the benefits of NICE VRS firsthand.