InVision Software will showcase a revolutionary new approach to Workforce Management at ACCE (Seattle, WA) 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 techniques. 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 applying them to the needs of the Contact Center dynamically.
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, and 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.
A Boost for Contact Center Work/Life balance
In addition, InVision offers Interactive Scheduling, a feature which allows employees to make choices regarding shifts. This capability has proven to be a very powerful influence on motivation and retention. Employees can make requests for shifts based on business requirements. InVision customers report upwards of 80% of shift requests are granted, thus fulfilling the needs of both employee and employer. Interactive Scheduling is enabled by InVision’s Infothek module, a browser-based agent portal which also enables self service for shift swaps, holiday requests and more.
“Contact Center operators are increasingly looking for ways to improve employee retention and satisfaction by promoting good work/life balance and taking employee work preferences into account,” commented Andreas Bopp, InVision Vice President Business Development North America. “While these are important considerations, previously Contact Centers have found it hard to integrate these objectives with the conflicting drivers of increasing efficiency and improving customer service. InVision offers a route to all three requirements with a strong and tangible pay-off for Contact Center employers and employees.”
Citing global blue-chip customers Andreas Bopp said “InVision customers have reported a wide range of benefits from implementing InVision WFM, ranging from significant improvements in service levels and abandonment rate, to increased planning effectiveness and dramatic reductions in staff attrition.”
A number of customers such as KarstadtQuelle (a major German retailer using InVision Enterprise WFM to schedule 5000 employees) have even benefited in terms of recruitment. – Call center agents have actively chosen to work for the company instead of other employers, simply because of the level of agent interaction available with the InVision solution.
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 truly global player, InVision has a local presence in Chicago IL, Germany, France, Scandinavia, Belgium, Netherlands, Luxemburg, Spain, Italy, Switzerland and Austria as well as the UK and Ireland.
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.
As a workforce management solution, InVision Enterprise WFM easily integrates with existing IT systems, and interfaces with a wide variety of external systems to produce forecasts and enable data exchange. InVision’s solution has been successfully implemented more than 480 times across businesses of varying sizes, ranging from 25 employees to tens of thousands of employees.
In February two tradeshows will take place concurrently: the CallCenterWorld in Berlin and the Alcatel Forum in Paris. From the 9th to the 12th of February CallCenterWorld will inform of current trends in the call-center sector, and from the 10th to the 12th of Febrauary the Alcatel Forum will inform of business communication solutions and applications. InVision Software AG will be represented at both tradeshows because of their important market position both in Germany and in Europe, but also in order to set the course for the year 2004.
The software firm from Ratingen will make use of both events to introduce their newest release of their workforce management system, which has incorporated two new modules and many new features. The InVision Staff Planning System (SPS) is completely web-based and includes apart from a tool for systematic master data management, also modules for the scheduling of requirements, capacity, shifts and monitoring, and also for taking into account the employees’ requests when it comes to scheduling.
The new forecasting module Prophet that can be found in release 4.2 supersedes ForecastPro. Its web-based user interface and new features make it more user-friendly and allow a fully controlled processing of the data relevant to scheduling, plus also a very precise forecasting procedure. The Desk Manager function organizes the assignment of employees or teams to their workplaces and takes care of the workplace management on a daily basis. With the newly implemented Shift Exchange employees can swap shifts with colleagues. This feature belongs to the Infothek, the place where employees can express their shift requests, and it contributes to a more interest-oriented staff planning and to high employee motivation. Release 4.2 has been successfully implemented at various clients’ sites since Fall 2003. Apart from its user friendliness, it is characterized by its stability and precise planning results.
InVision Software, a software company specialising in company-wide workforce management (WFM), has launched a fully-owned subsidiary in the Netherlands. The subsidiary, InVision Software B.V., started business at the end of June. The opening of its Utrecht office is another milestone in the realisation of InVision’s internationalisation strategy, bringing to 12 the number of countries in which InVision has a branch.
So far, InVision’s Benelux customers used to be served by the German headquarters. In addition, a distribution partnership has existed since 2003 with Newtel Essence (former Brickworks B.V.). “Our product’s success in all of Europe and the increasing number of customers in the Netherlands and in Belgium have made this step an obvious choice,” says Günter Dicks, Vice President Business Development Central Europe. “We simply realised that a Benelux subsidiary was the only way to ensure the level of local service that we want to provide. It will enable us to better take into account the unique factors present in each country.” Another motivation for the launch was the enormous market potential in the fields of commerce, financial services as well as transportation and logistics. “The fact that the Infothek module, our central module for employee participation, is already available in Dutch is an important advantage,” Dicks adds.
InVision Software B.V.
3508 AB Utrecht
Phone: +31 (0) 30 210-6422
Fax: +31 (0) 30 210-6666
The new headquarters of InVision Software, Inc. will service both the US and Canadian territories with further bases planned for the west and south to be nearer to those specific markets. The launch forms part of InVision’s international strategy targeting any business with a staff scheduling requirement.
The InVision Enterprise WFM is a web-based solution enabling businesses to forecast, control and schedule their workforce in real-time to match requirements with capacity. InVision’s software solution has been proved to reduce staff-related costs by up to 25 per cent.
Formed in 1995, InVision Software has established itself with a dominant market share in Germany with products designed to control and monitor staff scheduling in the most efficient and cost-effective manner. The customer base currently includes global brands such as ABN Amro, Vodafone, Deutsche Telekom and T Mobile. The recently launched UK & Ireland head office is based in Derry, Northern Ireland, other European locations include Germany, France, Scandinavia, Benelux, Spain, Italy and Austria.
Peter Bollenbeck, managing director of InVision Software commented, “As the tenth anniversary year for InVision, the opening of the US office demonstrates how far we have come. This is a real milestone in our company’s development and with an impressive client list, a strong foothold in Europe and 110 employees, InVision continues to go from strength to strength.”
InVision Software aim to significantly reduce personnel costs by matching the number of staff to the specific requirement of the business, thus preventing under and over staffing.
As a workforce management solution, the InVision software is easily integrated into existing IT systems and can incorporate any external requirement. It has been successfully implemented across businesses of varying sizes, ranging from 25 employees to 28,000.
InVision Software Ltd.
10 South Riverside Plaza
Chicago, Illinois 60606
Tel.: +1 (312) 474-7767
Fax: +1 (312) 474-6099
Since the beginning of January, Michaela Niss has taken up Public Relations for InVision Software. She is responsible for external as well as internal enterprise communication. Beside the intensification of the company’s public and media relations, editing the corporate internet presence adds up to her job.
Michaela Niss, born in 1975, graduated in Journalism and Communication, with emphasis on Public Relations, as well as Newer History and Romanic Languages in Bochum in October 2002. Her thesis examines communication processes and use of media in the context of knowledge management. It describes these on the basis of a case study in selected companies. Apart from various internships Michaela Niss gained experiences at today's Vodafone Information Systems during her study.
InVision Software AG, leading German provider of staff planning software for call centers, can look back at a successful business year 2002. Despite the unfavorable economic climate, the company was nevertheless able to increase their turnover by 22 percent compared to the previous year, and produce a profit margin of well over 10%.
By gaining new customers, particularly in the financial services sector and telecommunication, InVision promoted a positive economic development in Germany. Furthermore, last year saw an increase in international sales. While international sales in 2001 were barely a quarter of the total turnover, in 2002 they made up over 35 percent of the total turnover.
In consequence of the business environment, business policy was rather modest. However, a very precise analysis of the market and quietly optimistic forecasts led to the right decision. An account which has risen: "Our strategy to keep costs consistently low, while at the same time investing in the growth of sales has proven to be a success", as chief executive officer of InVision Software AG, Peter Bollenbeck has happily established. "Thus for 2003 we are in an even better position than the competition than we were before."
On March 6, 2003, InVision Software SAS, Paris, and NextiraOne France finalized their strategic cooperation agreement. In the former Alcatel subsidiary, InVision was able to win an additional internationally active reseller with a leading market position.
NextiraOne’s dominance in the French market and the functional supplementation of their e-business solutions with InVision´s workforce management software make NextiraOne the ideal sales partner. “NextiraOne has many years of experience in the Contact Center environment and excellent contacts. We therefore expect a significantly higher sales revenue potential. The connection with existing Alcatel customers is of particular importance”, explains Peter Bollenbeck, Chief Executive Officer of InVision.
NextiraOne France evolved from the distribution and service department of Alcatel and is a subsidiary of global player NextiraOne. As the leading supplier of e-business communication solutions, NextiraOne France has a market share of over 50 per cent of the French call center integration market.
The collaboration with NextiraOne will allow InVision to consolidate its strong position in the French market and to profit from synergies on an international level. NextiraOne expands its portfolio through the addition of InVision’s software products, enabling it to offer call centers a more comprehensive service package.
From 6th to 8th May, Europe’s biggest IT market for trade, EuroCIS opens its doors. Here, InVision Software AG, leading provider of workforce management systems in the fields of customer contact and customer service centers, will present their staff planning system for the first time to a diverse trade fair audience.
Optimum staff planning is not only of importance to customer service by telephone, but also direct contact with the customer. In particular, discussions about flexible opening times and lack of customer focus demonstrate the important role played by staff planning which is tailor-made to customer flows, in the success of a company. “However, strategic staff planning is often overlooked as the crucial key to success in commerce“, describes Günter Dicks, Business Development Manager at InVision, of great value to many small and medium sized commercial enterprises, in terms of staff planning.
A software-supported approach helps staff planners to organize employee scheduling around the flows of customers, and to adapt to the current requirement. The Staff Planning System from InVision is a modular solution for requirement based staff planning. It contains requirement and capacity scheduling, shift and staff planning, reporting as well as modules designed to integrate the employees into the scheduling process. As a purely web-based application, the staff planning software is particularly suited to companies with an affiliated structure.
EuroCIS is the biggest international trade fair for communication, information and safety technology in the commercial sector. It is an integral part of the EuroShop and takes place every three years in Düsseldorf. This year, approximately 200 national and international companies are exhibiting, and more than 6,000 specialist visitors are expected.
Towards the end of April InVision Software AG, together with its partner Brickworks B.V., will present the latest version of the Staff Planning System at the Telecommerce Dagen in Utrecht. Release 4.2.1 of the workforce management software solution allows customer care call centres to easily achieve their business targets, as its personnel deployment is both requirements-oriented and employee-friendly, which are factors that also help increase customer satisfaction.
‘The Netherlands is a fast-growing and demanding market which is similar to other European markets. Companies based in this country need solutions that are innovative and which perform to high standards, so that they can manage customer calls in an optimal way”, explains Andreas Bopp, International Business Development Manager for InVision. ‘Telecommerce Dagen is the best place to present our latest developments because of the knowledgeable audience that attends. The current release uses state-of-the-art workforce technology. With the InVision Staff Planning System personnel deployment becomes more efficient’.
The InVision Staff Planning System (SPS) optimizes the deployment of personnel, which is one the most success-critical and costly resource, by placing both company interests and employee interests at the forefront. The system is completely web-based and allows you to integrate it seamlessly with external systems, such as telephone devices, time registration systems and cashier register systems. The SPS includes modules for all areas of workforce management, ranging from requirements planning, capacity planning and the scheduling of shifts to real-time monitoring and response to employee needs.
The Telecommerce Dagen will take place in Utrecht from the 27th to the 29th of April. Over 120 exhibitors will present innovative solutions within the telecommunications and CRM branches. InVision Software AG will present the latest release of their workforce management system at the Brickworks B.V. stand (C088).
Bei der SeCA stellt InVision erstmals das Release 4.2.1 des Staff Planning System (SPS) in Frankreich vor. Die komplett webbasierte Software für bedarfsorientierte Personaleinsatzplanung unterstützt sämtliche Schritte des Workforce Management und reduziert den Planungs- und Verwaltungsaufwand erheblich. Zudem lassen sich die Funktionalitäten des SPS aufgrund von Modulerweiterungen optimal an Bedürfnisse und Präferenzen der Nutzer anpassen.
Erweiterte Planungsregeln ermöglichen Unternehmen, ihre Planung noch besser mit individuellen Anforderungen und allgemeinen Gesetzesvorgaben abzustimmen und automatisch unterschiedlichste Parameter zu berücksichtigen. Zur Verbesserung des Monitoring hat InVision eine Reihe neuer Reports entwickelt. Diese sind in HTML- oder PDF-Format verfügbar und können per E-Mail verschickt werden. Planungsergebnisse werden hierdurch transparenter und können direkt an zuständige Stellen weitergegeben werden. Die Zahl bereits existierender Schnittstellen zu externen Systemen wie Telefonanlagen, Zeiterfassung oder Kassensystemen wurden in Release 4.2.1 ebenfalls erweitert. Dadurch kann die Personaleinsatzplanungs-Software von InVision unkompliziert in bestehende IT-Umgebungen integriert werden. Zudem zeichnet sich das neue Release durch gesteigerte Performance aus. Der interne Netz-Traffic wurde reduziert, während die Zahl der Mitarbeiter, die gleichzeitig mit dem System arbeiten können, erhöht wurde.
Das InVision Staff Planning System optimiert den Einsatz der erfolgskritischen und kostenintensiven Ressource Personal, wobei die Interessen von Unternehmen und ihren Mitarbeitern im Vordergrund stehen. Die Software ist webbasiert und durch ihren modularen Aufbau an individuelle Anforderungen von Unternehmen anpassbar. Das SPS umfasst Module für alle Bereiche des Workforce Management; von der Bedarfs-, Kapazitäts- und Schichtplanung hin zum Echtzeit-Controlling und Monitoring. Über eine Webanwendung können Mitarbeiter zudem ihre Wunscharbeitszeiten oder Abwesenheiten eingeben und über kurze Wege von der Planung profitieren.
Die SeCA ist eines der größten europäischen Foren für CRM und Call Center. Vom 27. bis 29. Mai präsentieren rund 130 Aussteller ihre Dienstleitungen und Produkte auf dem Messegelände Paris Expo. Der Stand G37 der InVision Software befindet sich Halle 4.