NICE Workforce Management Implemented at Air China with Tailored Scheduling Capability to Improve Operational Efficiency


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NICE’s rich product capabilities will help Air China increase forecast
accuracy and allow employees to better control their scheduling

RA’ANANA, ISRAEL, October 14, 2013, NICE Systems (NASDAQ: NICE) today
announced it is helping Air China streamline its service operations in order
to enhance efficiency across its five contact centers. The leading Chinese
airline recently completed implementation of NICE Workforce Management
(WFM), including a “packaged scheduling” capability, which enables the
company to schedule its agents according to a predefined sequence of shifts
spanning multiple days.

NICE WFM, part of NICE’s leading Workforce Optimization suite, offers
improved contact center scheduling and increased forecast accuracy. Beyond
these core capabilities, packaged scheduling will help the company address
agent shortages and ensure that scheduling changes and onsite management are
done in the most efficient manner. Furthermore, since many of Air China’s
employees spend several days at a time on the Air China contact center
campus, this capability will enable them to optimize their time and better
control their individual scheduling.

“By adapting the NICE Workforce Management solution to our contact center
environment, we will be able to significantly improve our operational
efficiency and help agents easily manage their own schedules,” Ma Xuefeng,
Senior Manager at the Air China Customer Support Center. “After evaluating
multiple vendors, to date NICE was the only one able to deliver a rich set
of capabilities to help us forecast and schedule our staffing needs,
demonstrating its innovation and ability to provide the right solution for
our specific requirements.”

“Deploying our solution at Air China is a testament to NICE’s deep
understanding of the special requirements of the Chinese contact center
market,” said Raghav Sahgal, President of NICE APAC. “There are many new and
exciting opportunities in this region, and we are investing in our
solutions, including expanding their capabilities, in order to meet the
needs of the local market.”

About Air China
Air China Limited (“Air China”) and its predecessor, the former Air China,
were founded in 1988.On December 15, 2004, Air China successfully listed in
Hong Kong (SEHK: 0753) and London (LSE: AIRC).As of December 31, 2012, Air
China (including its holding companies) owns 461 aircraft, featuring Boeing
and Airbus, with an average age of 6.54 years. It operates 284 passenger
routes, including 72 international routes, 15 regional routes and 197
domestic routes, covering 29 countries and regions, and 145 cities (45
international cities, 4 regions, and 96 domestic cities). In cooperation
with Star Alliance member airlines, its service network is further extended
to 1,329 destinations in 194

About NICE Systems
NICE Systems (NASDAQ: NICE) is the worldwide leading provider of software
solutions that enable organizations to take the next best action in order to
improve customer experience and business results, ensure compliance, fight
financial crime, and safeguard people and assets. NICE’s solutions empower
organizations to capture, analyze, and apply, in real time, insights from
both structured and unstructured Big Data. This data comes from multiple
sources, including phone calls, mobile apps, emails, chat, social media,
video, and transactions. NICE solutions are used by over 25,000
organizations in more than 150 countries, including over 80 of the Fortune

Trademark Note:NICE and the NICE logo are trademarks or registered
trademarks of NICE Systems. All other marks are trademarks of their
respective owners. For a full list of NICE Systems’ marks, please

Forward-Looking Statements
This press release contains forward-looking statements as that term is
defined in the Private Securities Litigation Reform Act of 1995. Such
forward-looking statements, including the statements by Messer Sahgal are
based on the current expectations of the management of NICE-Systems Ltd.
(the Company) only, and are subject to a number of risks and uncertainties
that could cause the actual results or performance of the Company to differ
materially from those described herein, including but not limited to the
impact of the global economic environment on the Company’s customer base
(particularly financial services firms) and the resulting uncertainties;
changes in technology and market requirements; decline in demand for the
Company’s products; inability to timely develop and introduce new
technologies, products and applications; difficulties or delays in absorbing
and integrating acquired operations, products, technologies and personnel;
loss of market share; pressure on pricing resulting from competition; and
inability to maintain certain marketing and distribution arrangements. For a
more detailed description of the risk factors and uncertainties affecting
the company, refer to the Company’s reports filed from time to time with the
Securities and Exchange Commission, including the Company’s Annual Report on
Form 20-F. The forward-looking statements contained in this press release
are made as of the date of this press release, and the Company undertakes no
obligation to update or revise them, except as required by law.

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