At this year’s European contact centre trade show CCW in Berlin, InVision will present several new innovations for the injixo and The Call Center School brands. As well as a number of new German e-learning courses for call centre agents, the workforce management specialist will premiere three new products of the injixo cloud platform: injixo Forecast, injixo Act and injixo Me.
Everyday, vast amounts of data are being processed in a call centre to be able to forecast the expected workload. In order to obtain accurate forecasting results, which correspond to the actual situation as closely as possible, many individual steps need to be performed. This is usually done manually in most systems. This process requires huge control and processing efforts on the imported data material, and is highly time-consuming and labour-intensive. For planners, the injixo Forecast cloud solution reduces these efforts to a minimum as the system performs these steps automatically. injixo Forecast not only processes historic data but also current, newly generated data that are permanently entered into the system in real time. Deviations from target/actual comparisons, outliers and exceptions are clearly plotted and are directly included in subsequent calculations after being solved. Thus, the system becomes increasingly intelligent and the forecast quality is automatically improved.
Permanent Intraday Management
With injixo Act, InVision introduces an extremely powerful tool for maintaining controlled service levels. The system permanently updates all necessary KPIs and automatically displays a forecast of the expected service level, highlighting potential service quality issues that may arise during the rest of the day. Thus, call centre supervisors can continuously monitor both current and future service levels, and are able to prevent upcoming over- or understaffing situations in advance. As a result, service quality can be constantly maintained at the desired level throughout the day. injixo Act can be used anytime, anywhere - on computers, smartphones or tablet PCs.
Mobile Employee Portal
The new injixo Me employee portal helps agents to organise their shifts and schedules. This innovative cloud application provides all of the functionality necessary for an employee-oriented workforce management, such as shift schedule overviews, selection of preferred working hours, change of shifts, leave management and time recording. Agents can easily access the dashboard which clearly displays all essential information. In addition, all important data can be transferred to local calendar applications such as Outlook or iCal. injixo Me is also available for mobile devices, ensuring that agents can manage their schedules anytime and anywhere.
Have a look at InVision’s trade show innovations live at CCW 2014 and be inspired by the injixo cloud solutions:
All InVision trade show dates at a glance: