Die Spezialisten für Call-Center-Technologie ASC, InVision, Sympalog und Xtramind, eine Tochter der living-e AG, laden im Frühjahr wieder zur „Call Center Innovations Tour“ ein. Kern der erfolgreichen Veranstaltungsreihe sind Vorträge von Kunden der vier Unternehmen, die ihre Erfahrungen zu Themen wie der optimierten Personaleinsatzplanung oder der erfolgreichen Kundenkommunikation schildern. Zusätzlich halten die renommierten Call-Center-Branchenexperten Günter Greff in Berlin sowie Harald Henn in Bergisch-Gladbach Keynotes. Der erste Event der Reihe findet am 15. April in der BMW-Welt in München statt und bietet dem interessierten Fachpublikum die Möglichkeit zum Dialog mit Branchenexperten und Herstellern. Fortgesetzt wird die Tour am 27. Mai in der „Hörsaalruine“ der Berliner Charitée sowie am 17. Juni auf Schloss Bensberg in Bergisch-Gladbach.
Abgerundet werden die Veranstaltungen durch attraktive Rahmenprogramme, die sich an den Veranstaltungsorten orientieren. Für das leibliche Wohl ist selbstverständlich gesorgt. Die Teilnahme an allen Events ist kostenlos. Interessierte sind eingeladen, sich unter der Adresse http://ccinnovationstour.asctelecom.com/ anzumelden.
InVision Software AG
D-40880 Ratingen (Deutschland)
Tel.: +49 (0)2102 728-253
Fax: +49 (0)2102 728-111
Die InVision Software AG ist einer der international führenden Anbieter von Lösungen zum unternehmensweiten Workforce Management, welche Unternehmen zum effektiven Einsatz des Personals verhelfen. InVision ermöglicht ihren Kunden, die Personalkosten deutlich zu senken, die Produktivität zu erhöhen, die Mitarbeiterzufriedenheit zu steigern und durch besseren Service mehr Umsatz zu erreichen. Das 1995 gegründete Unternehmen aus Ratingen beschäftigt derzeit mehr als 175 Mitarbeiter und ist mit eigenen Tochtergesellschaften in Europa, Nordamerika und Südafrika vertreten. Seit dem 18. Juni 2007 ist InVision Software AG (IVX) im Prime Standard Segment an der Frankfurter Wertpapierbörse notiert. Zu den Kunden von InVision zählen zahlreiche internationale Blue Chips, u.a. ABN Amro, Allianz, BMW, Deutsche Telekom, IKEA, Sky und Vodafone.
Die ASC telecom AG ist ein weltweit führender Anbieter innovativer Lösungen zur Aufzeichnung, Analyse und Auswertung der gesamten Kommunikation. Mit ASC-Software können alle multimedialen Interaktionen in Contact Centern, bei Finanzdienstleistern sowie für Organisationen der öffentlichen Sicherheit dokumen-tiert und durch Einsatz intelligenter Sprach- und Textanalyse-Methoden ausgewertet werden.
Sympalog bietet Know-how und Technologie zur Realisierung von intelligenten Sprachdialogsystemen. Anrufe können dabei vorqualifiziert und Standardanfragen automatisiert bearbeitet werden. Sympalog-Systeme schaffen optimale Benutzerfreundlichkeit, schonen Ressourcen und optimieren Kommunikationsprozesse.
Xtramind Technologies GmbH ist der führende Anbieter von lernfähiger Software für Kommunikations- und Informationsmanagement auf der Grundlage von Sprachtechnologie und Künstlicher Intelligenz. Die mitdenkenden Lösungen des Innovationsunternehmens aus Saarbrücken optimieren und automatisieren die Verarbeitung von unstrukturierten Daten durch das Verstehen von Textinhalten: Mit der Software Mailminder können Unternehmen Anfragen von Kunden via E-Mail, Fax, Brief, Internet und SMS schnell, effizient und kostengünstig beantworten. Mit Informationminder, der Lösung für vollautomatisierte Markt- und Wettbewerbsbeobachtung, verschaffen sich Unternehmen einen Wissensvorsprung. Als technologische Basis der Lösungen kann die Software-Suite Mindset sämtliche Informationen in jeder Art von Dokumenten erschließen, analysieren, ordnen und verarbeiten.
At this year’s SWPP Annual Conference, The Summit for Workforce Management Excellence, industry experts will gather to learn about new developments in call center staffing strategies and technologies. The conference is held by the Society of Workforce Planning Professionals (SWPP) and takes place from 26 – 28 March 2008 at the Opryland Hotel in Nashville, Tennessee. InVision Software, a world-leading supplier of enterprise-wide workforce management (WFM) solutions and gold sponsor of the conference, showcases at the conference’s vendor showroom the new features of its software InVision Enterprise WFM. In addition, InVision will also present a workshop during the conference focused on approaching the issues surrounding work-life balance and the use of workforce management to satisfy the needs of the company while enhancing the employee’s perception of achieving a desirable equilibrium.
At the vendor showroom, conference attendants will have the opportunity to experience how to continuously optimize staff planning with the help of InVision’s real-time monitoring of actual data coming from integrated time management balancing it with projected data. With the modules TimeKeeper and TimeManager the current software release InVision Enterprise WFM 4.5.0 offers a completely integrated time management function which enable the user to coordinate recorded working times and different time accounts, i.e. for overtime, special shifts, holidays or normal working hours. Deploying rules specified by the users according to their individual needs, the TimeKeeper module manages employees’ recorded working times automatically and processes punch-in and punch-out times as they are entered.
In addition, managers can see predicted time account balances in TimeManager, giving them an overview of all employees’ time accounts in the scheduling system. The TimeKeeper and TimeManager modules are connected to each other via a process workflow. The data from the time management modules can also be accessed in ShiftCenter, which represents the centerpiece of the InVision Enterprise WFM system for enterprise-wide scheduling requirements: here, users can check the schedule and actual data quickly and easily, and so continuously optimize staff deployment.
Peter Bollenbeck, CEO of InVision Software Group, explains: “With the help of our integrated time management modules our clients can now optimize their staff planning in an easy, efficient, and time-saving way. Actual and projected data as well as the employees‘ time accounts are always available – at a glance and in real-time. In order to achieve a truly demand-oriented workforce management planners are optimally supported to have the right employees with the required skills in the right place at the right time.”
InVision Software at the SWPP Annual Conference in Nashville, Tennessee:
Based on the preliminary figures for fiscal year 2007, InVision Software AG (ISIN: DE0005859698), one of the leading international providers of solutions for enterprise-wide workforce management solutions, will have generated revenue of approximately EUR 15.8 million (2006: EUR 10.733 million), thereby increasing its revenues by approximately 48 percent. Given the very good trend in revenue growth, the company is projecting an approximately 58 percent increase in operating earnings (EBIT) to approximately EUR 3 million (2006: EUR 1.949 million). The consolidated earnings rose by approximately 77 percent to approximately EUR 2.6 million (2006: EUR 1.472 million).
The very strong second half of 2007 was a main factor contributing to the increase in income. For all of 2007, the most important source of revenue was once again licence revenue, which totalled approximately EUR 9.5 million and was therefore approximately 56 percent higher than in the previous year (2006: EUR 6.103 million). During the same period, maintenance revenue rose by approximately 35 percent to approximately EUR 3.2 million (2006: EUR 2.347 million) and professional services revenue climbed by approximately 39 percent to approximately EUR 3.2 million (2006: EUR 2.283 million).
The anticipated excellent development in revenues for the various regions directly illustrates the Group's continuing international growth. While revenues in Germany, Austria and Switzerland rose by approximately 44 percent between 2006 and 2007 to approximately EUR 7.5 million (2006: EUR 5.206 million), income earned in other foreign locations increased by approximately 51 percent to EUR 8.3 million (2006: EUR 5.527 million). This income from foreign locations represents approximately 53 percent of total revenues in 2007 (2006: 51 percent).
Global revenues with Call Centres rose by approximately 10 percent to approximately EUR 7.5 million (2006: EUR 6.799 million). Revenues outside Call Centres grew by approximately 112 percent to approximately EUR 8.3 million (2006: EUR 3.934 million). This represents approximately 53 percent of total revenues (2006: 37 percent). The company expects to continue the profitable growth trend at the international level during this current year.
InVision Software, a leading international provider of enterprise-wide workforce management solutions, has received the human resources ‘Innovationspreis 2008’ award sponsored by Initiative Mittelstand, the German Association for Small and Medium-sized Business. With its software solution, InVision Enterprise WFM, the Germany-based IT company successfully saw off the challenge of almost 50 other companies in the human resources category. In total, more than 1,600 companies took part in this year’s competition. The ‘Innovationspreis’ has been presented every year since 2004 at the Hanover CeBIT exhibition, the world’s largest trade fair for IT and telecommunications. The prize acknowledges innovative IT and communication products for small and medium-sized enterprises (SMEs).
The independent jury, consisting of professors, industry experts and business journalists, singled out the following strengths as the reasons why InVision’s software was best product in the HR category: its high degree of innovativeness, its cost-performance ratio and its suitability for SMEs. With InVision Enterprise WFM, small firms, medium-sized companies and big corporations are able to optimise their staff planning system and thus reduce labour costs, increase productivity, improve employee satisfaction and boost revenue by leveraging better customer service.
“We are proud to receive the ‘Innovationspreis 2008’. This mark of recognition confirms our previous successes and is a strong motivation for us to continuously add to our solution and to offer its benefits to all kinds of businesses,” commented Peter Bollenbeck, CEO of InVision Software. Although many companies are familiar with software such as ERP, CRM or HR management for optimising different operational processes, they often resort to pen-and-paper or simple systems such as spreadsheets or ad-hoc, unintegrated time and attendance solutions when it comes to staff scheduling. The consequences are often detrimental and can include expensive overtime payments, unproductive idle time, high rates of staff turnover, poor customer service and untapped revenue potential. This is where workforce management comes into play: By optimising, standardising and automating staff planning, InVision Enterprise WFM helps to assign employees to tasks according to real requirements. Workforce management can be put into practice in nearly any department within a company and leads to tangible benefits as well as to a clear return on investment.
Under the patronage of Dr. Andreas Pinkwart, Minister of Innovation from the federal state of North Rhine-Westphalia, a total of 33 category winners and 16 winners from Germany’s different federal states were awarded the ‘Innovationspreis 2008’. At the award ceremony that took place yesterday at the CeBIT stand of the state of Baden-Wuerttemberg the jury also presented two participants from Switzerland and Austria with special awards.
InVision Software, an internationally-leading supplier of enterprise-wide workforce management solutions, presents at Call Center Demo & Conference starting today in Miami, Florida, the efficiency potential of optimized multi-activity scheduling. Findings of a recent study* show that while the majority of contact centers use workforce management solutions simply to measure adherence to schedules, and to run 'what-if' scenarios, only 29 percent are currently using it to forecast and schedule multimedia work, such as answering emails and engaging in text chat. Neglecting to do so means that multimedia channels are left to look after themselves, creating a disappointing customer experience and poor service levels.
"Many companies do not face the consequences of poor service and annoyed customers. This impacts contact centers which are not giving their agents sufficient time to deal with non-telephony work", explains Peter Bollenbeck, CEO of InVision Software Group. "The result is that emails are being ignored or answered too late, with these disappointed customers either ringing the contact center with their request or going elsewhere entirely with their business. Contact centers should be forecasting their multimedia workload and scheduling agent time accordingly, otherwise they might as well not bother offering an alternate channel to traditional telephony. With our solution, InVision Enterprise WFM, we offer them easy-to-use scheduling for multi-skill, multimedia environments."
Conventional planning tools available on the market usually work with complex and time-consuming simulation ignoring the real requirements. Opposed to that, to enable truly demand-oriented planning, InVision Enterprise WFM takes into account the skill-sets of individual employees and the pooling efficiencies offered by multi-skilling. The InVision solution is also able to take into account peaks and troughs in inbound 'abandoning' contacts such as telephone calls and optimally schedule blocks of time for agents to be devoted to non-abandoning contacts such as email or back office work. All of this is achieved with a fraction of the setup time and a fraction of the run-time of other workforce management systems. This unique optimization process is based on a patent pending technology developed by InVision Software.
Visit InVision Software Inc. at the Call Center Demo & Conference in Miami, Florida:
The Call Center Demo & Conference is now in its ninth year and takes place from today, Wednesday, February 13, to Friday, February 15, 2008, at the Hyatt Regency Miami, Florida (USA). It is organized by the International Customer Management Institute (ICMI) and offers a combined package of workshops, keynote presentations and an exhibition forum for call center industry professionals.
* The Contact Center Operational Review (5th edition, 2007)
At this year's 'Retail Business Show', taking place on 5th and 6th February at London's Olympia, InVision demonstrates for retailers of all formats and sizes how to optimise the processes of managing their workforce. Its software solution InVision Enterprise WFM has a modular architecture and supports the whole demand-oriented workforce management process, all the way from budgeting and forecasting to optimised scheduling, time and attendance management, as well as monitoring and integration with existing systems. InVision's automated schedule optimisation is based on patent pending technology for demand-oriented staff planning in single-skill and multi-skill environments. In short, InVision enables retailers to put their employees where and when customers need them, while minimising overtime and use of agency staff.
The retail sector is characterised by price wars, low margins, high labour costs, internationalisation and increasingly tough competition. "Besides merchandising, labour remains one of the retailer's largest costs and what is most needed are innovative concepts to improve customer service, increase turnover and cut costs", explains Peter Bollenbeck, CEO of InVision Software Group. "InVision Enterprise WFM reduces expensive overtime, minimises idle time and increases sales by making sure that store staff are present to exactly match the pattern of trade. In combination with integrated forecasting and time management features, it puts retailers in the position to reap the maximum return on their labour investment."
InVision Enterprise WFM is highly flexible and applicable in all sized retail businesses: It is just as suited to scheduling the employees in a department store as it is for reducing personnel costs and increasing productivity when planning hundreds of thousands of employees globally. Thanks to its open interfaces, the software can be integrated smoothly into existing IT environments and connected to numerous external systems. It is an easy-to-use and web-based solution suited for enterprise-wide deployment. It allows store managers and planners to optimise staffing of their sales floors, warehouses, as well as call centres and the back office by creating schedules that optimally conform to the actual business requirement. At the same time, it helps users to comply with all relevant legislation, local agreements, and the contracts of individual employees. In addition, InVision's employee web portal 'Infothek' allows a fair and transparent employee self-service process - employees have web access to their rosters and can even enter requests for preferred work times. Furthermore, real time monitoring and online data consolidation tools provide complete transparency and allow the retailer to quickly react to changes on an informed basis.
Visit InVision Software at 'The Retail Business Show':
Customer Relationship Metrics, L.C., a leader in contact center industry research, announced today that it is set to launch the 2nd Workforce Management Practices Study endorsed by the Society of Workforce Planning Professionals (SWPP). InVision Software is committed to improving the industry by sponsoring the study and is joined by Verint and Calabrio. The research will be lead by famed consumer scientist Dr. Jodie Monger, President, Customer Relationship Metrics. Study participants will answer questions addressing numerous topics including performance metrics, WFM resources utilized and investments, processes, tools utilized and satisfaction with all. Data collection is set to begin today.
Key Findings from the previous study include:
At today’s starting 97th Annual Convention & Expo of the National Retail Federation (NRF) InVision demonstrates for retailers of all formats and sizes how to optimize the processes of managing their workforce. Its software solution InVision Enterprise WFM has a modular architecture and supports the whole of the demand-oriented workforce management process that goes all the way from forecasting to scheduling, optimization, time and attendance management, as well as monitoring. The automated scheduling optimization is based on a patent pending technology for demand-oriented and time-saving planning of multi-skill environments.
The retail sector is mainly ruled by price wars, small margins, high labor costs, internationalization and increasingly tough competition. Besides merchandising, labor remains one of the retailer’s largest cost and what is most needed are innovative concepts to improve customer service, increase turnover and cut costs. InVision Enterprise WFM reduces expensive overtime, minimizes idle time and increases sales by making sure that store staff is present exactly when customers arrive. In combination with integrated forecasting and time management features it puts retailers in the position to reap the maximum return on their labor investment.
“To put this into action, our North American clients get full support from our Professional Service, Application and Business Consulting as well as our Customer Helpdesk based in Chicago”, underlines Peter Bollenbeck, CEO of InVision Software Group. “In 2007, we have strongly expanded our US team and opened new locations in Atlanta and Dallas. With two more InVision offices planned at east and west coast we will further extend our geographic footprint in North America soon.”
InVision Enterprise WFM is highly flexible and applicable in all sized retail businesses: It is just as suited to scheduling the employees in a department store as it is for reducing personnel costs and increasing productivity when planning hundreds of thousands of employees globally. Thanks to its open interfaces, the software can be integrated smoothly into existing IT environments and connected to numerous external systems. It is an easy-to-use and web-based solution suited for enterprise-wide deployment. It allows store managers and planners to optimize staffing of their sales floors, warehouses, as well as call centers and the back office by creating schedules that at all times conform to the actual requirement. At the same time, it helps users to comply with all relevant legislation, local agreements, and the contracts of individual employees. In addition, the module ‘Infothek’ allows a fair and transparent employee self-service process as employees have always web-access to their rosters and can enter requests for preferred work times. Furthermore, real time monitoring and online data consolidation tools provide complete transparency and allow the retailer to quickly react to any occurring changes.
Visit InVision Software Inc. at NRF’s 97th Annual Convention & Expo:
The ‘Retail’s BIG Show’ takes place at the Jacob K. Javits Convention Center in New York City (USA) and is the most influential retailer event of the year. This in-depth industry focused event run by NRF, the world's largest retail trade association, is where decision makers in retail have the opportunity to see the latest retail technology.
InVision Software AG (ISIN: DE0005859698), one of the leading international providers of enterprise-wide workforce management solutions, is currently working together with Lufthansa on the implementation of a comprehensive project for the German national carrier. The airline accepted InVision's tender after the successful completion of an initial scheme during the first half of this year.
The workforce management (WFM) solution InVision Enterprise WFM will be implemented at Lufthansa's domestic German sites in order to achieve efficient staff planning for 6,000 employees within the group's Passage division. When selecting a new WFM system, Lufthansa attached high importance to integrated time management and to the optimisation of rostering, as time and attendance features will be relevant for a further 6,000 employees.
With the deployment of InVision's software solution, Lufthansa expects a significant increase in the quality of its planning processes as well as in planning efficiency, which will in turn lead to improved efficiency in shift assignment. In addition, a web-based function that employees can use to request shifts and a shift exchange option encourage the active involvement of staff during the planning process.
Peter Bollenbeck, CEO of InVision Software AG, comments: "Lufthansa is an innovative company and has identified the forward-looking potential of staff planning optimisation. Therefore, it makes sense that Lufthansa trusts InVision, the creator of one of the leading international workforce management systems with integrated time management features."
InVision Software AG, a leading international provider of enterprise-wide workforce management solutions, was awarded this month with the highest accolade in Microsoft's partner programme: the status of Microsoft Gold Certified Partner in the Independent Software Vendors / Software Solutions (ISV) category. InVision's customers can now be absolutely certain that the services provided by InVision comply with international standards and guidelines, and that these services are supported by Microsoft's technology. InVision has reached the highest level of the Microsoft partner programme thanks to its fulfilment of all of the stipulated requirements, such as the successful implementation of projects which were proven to result in customer satisfaction. In addition, an independent inspection commission subjected the InVision Enterprise WFM (iWFM) to extensive tests for trouble-free functioning with 'Microsoft Windows Server' and 'Microsoft SQL Server'. InVision performed excellently in all of these tests.
"Thanks to our close cooperation with Microsoft, we enjoy significant business advantages which in turn benefit our customers greatly," says Matthias Schroer, CTO of InVision Software AG. "This strategy of cooperation ensures that we have better access to development tools and technology and that, as a result, we are at the forefront when it comes to information about new software. For our customers, our Microsoft Gold Certificate is a clear confirmation of InVision's level of professional know-how and service, and it gives them the security they need to make decisions and put their trust in innovative new solutions."
As an independent software developer producing and marketing Microsoft based, standardised software solutions, InVision provides its customers with a modular, web-based system which supports the entire process of requirement-oriented workforce management - from requirement forecasting to employee scheduling and from time management to accounting processes. The InVision Enterprise WFM is a software system that meets the requirements of Microsoft's certification programme due to its flexibility, being suitable for use in all business sectors and compatible with existing IT environments and a diverse range of external systems. The iWFM can be deployed in companies with less than 100 employees just as productively as in international corporations with several hundred thousand employees in order to reduce staff costs, increase productivity, enhance employee satisfaction and achieve a better service along with improved profits.