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InVision Releases New Version of InVision Enterprise WFM
InVision Releases New Version of InVision Enterprise WFM
Revolutionary new multi-skill scheduling approach significantly enhances call center efficiency.
With the latest release of Enterprise WFM, InVision Software presents a revolutionary new approach to Workforce Management with its ground-breaking Multi-Activity Scheduling solution. This unique feature delivers productivity and efficiency improvements for multi-skill Contact Centers in a fraction of the time and with a fraction of the effort required by previous-generation systems.
InVision�s Multi-Activity Scheduling (MAS) solution optimizes staffing requirements using an advanced patent-pending optimization technique. The MAS approach to skill based scheduling offers major advantages over traditional adapted-single-skill or simulation based scheduling. InVision MAS overcomes the inflexibility of alternative approaches by taking into account the full range of employee skills and dynamically applying them to the needs of the Contact Center.
MAS ensures that multi-skill efficiencies are fully realized by generating schedules based on individual skills, thus maximizing service level achievement. In addition, employees benefit from additional job variety which can be difficult to achieve without skills-based scheduling.
From the planner�s point of view, MAS ensures multi-skilled employees remain occupied for greater periods of each shift, helping to increase productivity and other KPIs. This is achieved without the complexity, overhead setup, and maintenance associated with earlier simulation-based systems. The time required to generate skills-based schedules using MAS is a fraction of what earlier systems required.
Better and Faster Communication
The new Infothek Inform module facilitates real-time communication with agents. Agents are alerted to intra-day schedule changes by the preferred means of communication. Agents receive recent schedule adjustments by email (Microsoft Exchange, Outlook, Lotus Notes, SMTP), Blackberry, SMS, Pager, or by a pop-up window in the windows taskbar. Infothek Inform significantly saves call centers time and money since revised schedules do not need to be distributed manually any longer ensuring call handling is not interrupted.
Integrated messaging also allows supervisors or team leaders to send messages to their agents in real-time. Lastly, if agents need to check their personal schedule he or she simply clicks on the icon in the Windows taskbar and all details are displayed immediately.
Suitable for contact centers of all sizes, InVision Enterprise WFM includes:
· Multi channel forecasting
· Campaign forecasting
· Multi-site and virtual contact center planning, even across time zones
· Multi-skill & multi-activity scheduling
· Web-based employee self service module
· Online data consolidation
· Real-time monitoring
· Comprehensive reports
Benefits:
The powerful InVision Enterprise WFM allows businesses to forecast, control, and schedule their workforce in real-time matching requirements with capacity. Flexible and easy to use with a familiar web browser user interface, InVision Enterprise WFM enables call centers to achieve their goals by making the planning process faster and more efficient. InVision Enterprise WFM is proven to help reduce planning costs while ensuring that agents are both well utilized and motivated.
Solutions from InVision Software provide significant increases in staff scheduling efficiency. By integrating employee working preferences into the planning process employees become more motivated. Workforce Management with InVision leads to improved service levels, higher productivity, and overall optimized contact center performance. On average, ROI from InVision Enterprise WFM is achieved within 12 months.
About InVision Software
Formed in 1995, InVision Software has established itself by gaining a significant market share in continental Europe. InVision is rapidly increasing its footprint in the North American marketplace by developing and implementing products designed to forecast, schedule, manage and monitor employees in the most efficient and cost-effective manner. The InVision customer base currently includes global brands such as ABN AMRO, BMW, Vodafone, Deutsche Telekom, Sky and T-Mobile. A true global player, InVision has a local presence in Chicago IL, Germany, France, Scandinavia, Belgium, Netherlands, Luxemburg, Spain, Italy, Switzerland and Austria as well as Great Britain.
InVision Software provides a comprehensive workforce management solution, enabling customers to optimize every aspect of the scheduling process. The web-based software significantly reduces personnel costs by matching the number of staff to the specific requirement of the business, thus preventing under and over staffing.
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