Apps Run The World Apps Purchases

Customer	Industry	Empl.	Revenue	Country	Vendor	Application	Category	When	VAR/SI	Insight Source
QVC UK	Retail	1772	$643M	United Kingdom	Pipkins, Inc	Pipkins Workforce Management	Workforce Management	2016	n/a	In 2016 QVC UK implemented Pipkins Workforce Management to formalize scheduling and resource planning for its retail operations in Liverpool. The implementation centered on Workforce Management capabilities to support call centre and distribution centre scheduling, with a named Resource Planning Administrator role active from February 2016 to February 2017 to operate and administrate the system. The deployment emphasized real time analyst responsibilities and administrative oversight, including upkeep and servicing of departmental email inboxes and triage of scheduling and WFMS queries from across the business. Pipkins Workforce Management was configured to support two week out scheduling cycles, input and set service level and occupancy targets, and enable tracking and weekly planning of shrinkage to expose trends and staffing impact. Operational coverage included call centre and distribution centre roster scheduling and coordination with managers through weekly and monthly review meetings, ensuring that scheduling met customer expectations and business needs. The implementation reinforced full utilization of the planning system as part of the week to week scheduling process and required enhanced knowledge of Vantage Point workforce management functionality to maintain schedule integrity. Governance practices were formalized around weekly scheduling deadlines, scheduled reporting reviews, and tactical setup of the workforce planning function to support award winning service and to deliver or improve against budget costs. The approach combined system configuration, operational process ownership, and recurring stakeholder cadence to embed Pipkins Workforce Management into day to day resourcing and planning workflows.
Kingfisher UK	Retail	81710	$15.5B	United Kingdom	Nice Systems	NICE CXone Workforce Management	Workforce Management	2019	n/a	In 2019 Kingfisher UK implemented NICE CXone Workforce Management to address contact centre staffing and scheduling needs across its group contact centre application estate. The engagement began with an RFP and solution architecture activity to embed NICE CXone Workforce Management into the existing contact centre landscape supporting Screwfix and broader group channels. The deployment design for NICE CXone Workforce Management covered standard workforce management capabilities including forecasting, capacity planning, schedule creation and adherence monitoring, and was modeled to support web, store and contact centre sales operations. Configuration work emphasized aligning workforce schedules with omnichannel demand patterns and integrating forecasting inputs from digital sales channels. Architecturally the solution was designed to integrate with the group digital platform, working with APIs exposed primarily by the OMS, the PIM and the DAM, and to exchange transactional and master data with SAP SD, SAP FI and group master data services. The scope also included integration points to a new SAP supported Fulfillment Centre, a custom carrier and transport management system, incumbent Exorigo UPOS ePOS infrastructure to maintain Polish fiscalisation compliance, local contact centre providers and multiple market digital providers and custom applications. Governance and rollout were driven by product owners and a lead solution architect role that developed solution principles for group deployment, including adaptations for legal and market requirements in Poland. The program approach combined RFP driven vendor selection with architecture specification and cross functional alignment across contact centre, web and store sales teams for phased deployment of NICE CXone Workforce Management.
	Retail	81710	$15.5B	United Kingdom	Quinyx	Quinyx Workforce Management System	Workforce Management	2019	n/a
	Retail	32000	$7.4B	United Kingdom	UKG	UKG Workforce Central (ex Kronos Workforce Central)	Workforce Management	2016	n/a
	Retail	3300	$2.8B	United Kingdom	Alvaria	Alvaria Workforce (formerly Aspect Workforce Optimization)	Workforce Management	2021	n/a
	Retail	2700	$702M	United Kingdom	Avaya	Avaya Aura Workforce Optimization	Workforce Management	2020	n/a
	Retail	2700	$702M	United Kingdom	Calabrio	Calabrio Teleopti WFM	Workforce Management	2020	n/a
	Retail	32324	$6.3B	United Kingdom	Genesys	Genesys Workforce Management	Workforce Management	2016	n/a
	Retail	32324	$6.3B	United Kingdom	Alvaria	Alvaria Workforce (formerly Aspect Workforce Optimization)	Workforce Management	2016	n/a
	Retail	1700	$746M	United Kingdom	Nice Systems	NICE IEX Workforce Management	Workforce Management	2016	n/a

Logo

Customer

Industry

Empl.

Revenue

Country

Vendor

Application

Category

When

VAR/SI

Insight

Insight Source

QVC UK

Retail

1772

$643M

United Kingdom

Pipkins, Inc

Pipkins Workforce Management

Workforce Management

2016

n/a

In 2016 QVC UK implemented Pipkins Workforce Management to formalize scheduling and resource planning for its retail operations in Liverpool. The implementation centered on Workforce Management capabilities to support call centre and distribution centre scheduling, with a named Resource Planning Administrator role active from February 2016 to February 2017 to operate and administrate the system. The deployment emphasized real time analyst responsibilities and administrative oversight, including upkeep and servicing of departmental email inboxes and triage of scheduling and WFMS queries from across the business. Pipkins Workforce Management was configured to support two week out scheduling cycles, input and set service level and occupancy targets, and enable tracking and weekly planning of shrinkage to expose trends and staffing impact. Operational coverage included call centre and distribution centre roster scheduling and coordination with managers through weekly and monthly review meetings, ensuring that scheduling met customer expectations and business needs. The implementation reinforced full utilization of the planning system as part of the week to week scheduling process and required enhanced knowledge of Vantage Point workforce management functionality to maintain schedule integrity. Governance practices were formalized around weekly scheduling deadlines, scheduled reporting reviews, and tactical setup of the workforce planning function to support award winning service and to deliver or improve against budget costs. The approach combined system configuration, operational process ownership, and recurring stakeholder cadence to embed Pipkins Workforce Management into day to day resourcing and planning workflows.

Kingfisher UK

Retail

81710

$15.5B

United Kingdom

Nice Systems

NICE CXone Workforce Management

Workforce Management

2019

n/a

In 2019 Kingfisher UK implemented NICE CXone Workforce Management to address contact centre staffing and scheduling needs across its group contact centre application estate. The engagement began with an RFP and solution architecture activity to embed NICE CXone Workforce Management into the existing contact centre landscape supporting Screwfix and broader group channels. The deployment design for NICE CXone Workforce Management covered standard workforce management capabilities including forecasting, capacity planning, schedule creation and adherence monitoring, and was modeled to support web, store and contact centre sales operations. Configuration work emphasized aligning workforce schedules with omnichannel demand patterns and integrating forecasting inputs from digital sales channels. Architecturally the solution was designed to integrate with the group digital platform, working with APIs exposed primarily by the OMS, the PIM and the DAM, and to exchange transactional and master data with SAP SD, SAP FI and group master data services. The scope also included integration points to a new SAP supported Fulfillment Centre, a custom carrier and transport management system, incumbent Exorigo UPOS ePOS infrastructure to maintain Polish fiscalisation compliance, local contact centre providers and multiple market digital providers and custom applications. Governance and rollout were driven by product owners and a lead solution architect role that developed solution principles for group deployment, including adaptations for legal and market requirements in Poland. The program approach combined RFP driven vendor selection with architecture specification and cross functional alignment across contact centre, web and store sales teams for phased deployment of NICE CXone Workforce Management.