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.
InVision Software continues on the road toward internationalisation by appointing John Cann as Account Manager to be responsible for sales and distribution in the UK and Ireland. He will operate from Derry; the location of a key InVision product development centre. Apart from providing support to existing customers, he will be responsible for the development of new business directly and via alliance partners.
John Cann is 31 and has over ten years experience in project management and business development, particularly relating to Human Resources software and services. After studying European Business Studies at Leeds Metropolitan University, he began his career in HR consulting. He joined Torres & Partners, where he managed a team that sold and delivered a portfolio of Human Capital Management services to the technology sector. Prior to InVision he was employed as Business Development Manager by Symatrix; a services partner to Oracle Corporation in the sales and implementation of its HR applications suite.
InVision Software Limited
Account Manager, UK & Ireland
Pavilion MK, UUSRP
Derry, Northern Ireland
T: +44 (0)28 712988-60
M: +44(0) 7879 415510
F: +44 (0)28 7129-5900
The survey anonymously compared the hotline services of ten well-known organisations in terms of accessibility, service levels, technical competence and overall friendliness of agents. TNT Express, an express delivery provider, achieved excellent results in each category.
According to TNT Express, the company’s efficient workforce management has largely contributed to its excellent customer services. The company uses the InVision Staff Planning System (SPS) to control and optimise the schedules of its agent staff.
InVision Software AG, a provider of systems for requirements-oriented personnel planning, has a new Transport and Logistics customer. Fraport Cargo Services GmbH has selected a resource planning system from InVision and accorded a contract for licenses and services.
As from the 1st of July 2004 the freight service of Fraport AG will be placed under the responsibility of its subsidiary, Tradeport Frankfurt GmbH, and will be renamed to Fraport Cargo Services GmbH. As part of these changes, the company will also implement software-based resource planning. Fraport Cargo Services GmbH is Germany’s largest neutral freight dispatch service provider and has over 30 years experience with international clients in freight dispatching (firstname.lastname@example.org). Fraport offers its clients customised airline freight services. Fraport Cargo Services GmbH employs around 620 people, whose schedules are generated with the InVision Staff Planning System (SPS).
Advantages of a software-supported scheduling system include high levels of transparency and time saving it allows. This also means you can adapt personnel deployment to actual requirements. The staffing requirement for Fraport is derived from data imported from their Cargo Information System (CIS). The company also plans to use the software to schedule absences, vacations and training events.
Within the context of restructuring company strategies, Fraport Cargo Services GmbH has taken major strides towards IT-supported personnel planning. The InVision Staff Planning System will help Fraport Cargo Services achieve their objectives.
At this year’s EuroShop trade fair (Düsseldorf February 19 to 23),InVision Software will present its solutions for demand-oriented Workforce Management (WFM) in the retail business. Using the Staff Planning System (SPS), retail businesses can easily improve their efficiency in leveraging a valuable and expensive resource: their staff. Solutions made by InVision have been proven to reduce staff-related expenses by up to 25 percent, using a unique optimisation approach for staff scheduling.
InVision Software has been an exhibitor at EuroShop before. “Workforce Management is a subject which has constantly gained importance in the retail sector over the last three years,” says John Cann, account manager UK and Ireland of InVision Software. “At this point, there is still a lot of room for staff optimisation in this field, both nationally and internationally. Successful pilot projects and some early contracts encourage us to stay true to the current InVision strategy of making our 10 years of expertise in demand-oriented staff planning systems available to the retail sector.
Workforce Management solutions come into play whenever conventional staff scheduling systems fall short of business needs. Demand-oriented scheduling, especially while taking into account employees’ working hour preferences, cannot be handled adequately with conventional scheduling systems or manually. Workforce Management is far more than data-based creation of employee schedules or an evaluation of working hour records. Workforce Management enables businesses to cut cost while raising their service level. There is hardly any other investment on the software market offering an equally short payback period. By implementing a WFM system, businesses achieve an ROI within just a few months.
The InVision Staff Planning System tailors working hours to customer traffic and its fluctuation while taking into account combinations of a large variety of parameters. These include the current and predicted workload, short-term peaks, sales figures, target working hours, availability periods, vacation times, qualifications and work contracts. Under these complex conditions, the InVision SPS uses automated processes to supply you with accurate forecasts of how many employees are needed in a specific time period, subsequently generating a bespoke staff schedule. This WFM solution is completely web-based and comprises several modules which cover all areas of professional Workforce Management: integrated master data management, scheduling with regard to required staff, capacity and available shifts as well as real-time monitoring and schedule updates. As a unique option, employees can be integrated into the scheduling process by enabling them to enter their working hour preferences into a web-based shift schedule previously optimised to suit the determined demand. Thanks to its unequalled architecture, the SPS supports scheduling tasks across branches and even across country borders. To facilitate this, the InVision SPS is currently available in German, English, French, Spanish, Italian and Swedish. Furthermore, the software is capable of taking into account different countries’ individual conditions and regulations regarding the working world.
Businesses who are capable of determining their staff demand at any given time with optimal accuracy and then strategically schedule staff have a definite edge on their competitors. “Working hours are a relevant business factor in the retail sector, and as such deserve professional management,” John Cann says. “InVision provides the right tool to meet this challenge. While scheduling, the SPS takes into account legal factors with regard to general business and contracts. Besides, it provides the option of integrating employees’ working hour requests. The benefits are obvious: business goals and employee interests are reconciled optimally while working hours become more flexible. Efficiently deployed employees ensure the kind of service that gives you a head start on the competition.”
The EuroShop fair is taking place in Düsseldorf from February 19 to 23, 2005. It is one of the largest internationally known retail-focused events of its type. Approximately 1,500 exhibitors will showcase new products, trends and solutions. You will find InVision Software, one of the technologically most advanced providers of workforce management solutions, in hall 6 (booth F 58).