The Madrid-based office will focus on developing business in both Spain and Portugal. To support the launch, InVision introduced a Spanish language version of the software in January.
Formed in 1995, InVision Software has established itself with a 25 per cent market share in Germany with products designed to control and monitor staff scheduling in the most efficient and cost-effective manner. InVision’s powerful Staff Planning System (SPS) platform is a web-based solution allowing businesses to forecast, control and schedule their workforce in real-time to match requirements with capacity.
Lourdes Brito, account manager for Spain/Portugal commented, “There is fantastic potential for growth in both regions and we look forward to developing our business over the coming months.”
The InVision customer base currently includes global brands such as Vodafone, Deutsche Telekom and T Mobile. The Staff Planning System is currently available in German, English, French, Italian, Spanish and Swedish and has been implemented more than 420 times worldwide.
“By introducing its own subsidiary in Spain, InVision is giving a sustainable boost to its presence at a European level - in a market with one of the fastest rates of growth. InVision continues to extend its distribution channels and introduce new language versions of the software to further secure its position as Europe’s leading supplier of workforce management.” explained Eric Bayeux, InVision Vice President of Business Development, Southern Europe.
InVision Software Systems, S.L.
InVision has been selected to implement their Staff Planning System (SPS) for a workforce of five hundred Compeer agents. The InVision system will optimise staffing schedules across various departments within the company, including customer service, technical support and telemarketing. The Compeer call centres operate a demanding schedule, running a 24-hour service, 365 days a year.
Compeer has over 20 customers in different industries, including names such as ICA Bank, Boxer and Statoil. With high profile, demanding clients, Compeer required a system that was reliable, effective and cost-efficient.
“We chose InVision, following an extensive period of research. It was crucial that our core specifications were fulfilled - the software needed to be web-based, available in Swedish and tailored to the requirements of a busy call centre.” explained Jurgen Larsson, Vice President from Compeer.
InVision’s powerful Staff Planning System platform is a web-based solution allowing businesses to forecast, control and schedule their workforce in real-time to match requirements with capacity.
Jurgen Larson, Vice President from Compeer commented “As a workforce management solution, InVision’s software was easily integrated into existing IT systems. The staff planning system has enabled Compeer to forecast with better accuracy, ensuring the right number of staff to cover changing shift patterns/personnel requirements. In addition, the software incorporates employee working preferences, whilst providing more flexible shift patterns, consequently increasing staff morale and retention.”
As a leading supplier of workforce management software, the Swedish call centre market is a key focus for InVision.
“We are absolutely thrilled to be working with such a successful and respected company. Our software will enable Compeer to work more efficiently, with greater profitability and we are looking forward to developing a long-term relationship. The InVision system is ideal within a call centre environment and we hope to make a significant difference to their business.” said Günter Dicks, InVision’s managing director (Sweden).
Chris Dealy joins InVision Software with over 20 years experience in the workforce management arena. He has held senior sales positions with Callscan (GMT Planet) and QPC (IEX Total View), developing new business sales of workforce management. Dealy has worked on a wide range of successful workforce management projects with organisations of all sizes and covering all major industry sectors.
“I was attracted to join InVision by the company’s genuinely innovative approach, the high quality of the software and perhaps most importantly, by the commitment and enthusiasm of the entire team.” said Dealy. “I am looking forward to spreading the word about InVision in the UK, as well as helping UK businesses to achieve the benefits of the software – benefits already being enjoyed by respected European operations.”
Chris Dealy will join John Cann in managing the UK/Irish sales effort. He will have specific responsibility for the finance, transport, manufacturing, technology and services industries.
New FSA regulation across a range of services in the financial sector comes into force in October this year and in January 2005. These rules will affect the whole process of mortgage and insurance sales and administration, from the publication of advertisements through to the termination of agreements with customers. Thus, insurance and mortgage vendors and intermediaries must comply if they provide products affected by this new level of regulation. Financial services providers must ensure their staff are appropriately skilled and qualified, particularly if their duties bring them into contact with customers. The introduction of legislation in the financial services sector means that large financial penalties can levied, or operating licenses removed if customers are sold financial products by agents not qualified to do so.
Scheduling appropriately qualified staff is one of the greatest challenges management has to face in the financial services sector if they are to comply with FSA regulation. An appropriate solution, such as InVision's Staff Planning System (SPS), supports both service centres and agencies in optimising their call centre workforce. It takes into account employees' skills to ensure that only qualified agents advise on regulated financial products.
Workforce management solutions automate and optimise the whole staff scheduling process according to business needs. The control and management of scheduling is a complex task, particularly in organisations with a large number of employees working flexible hours with diverse competency profiles. When scheduling personnel, software solutions from InVision lead to dramatic increases in efficiency and reduction in costs.
InVision SPS analyses historical data to accurately forecast future staffing requirements, thus meeting customer demand. This enables companies, such as insurance or mortgage intermediaries, to respond proactively and to plan accordingly. Additionally, SPS allows companies to accurately manage employee schedules based on the skills required for different activities in different time periods. One can associate as many skills as considered necessary to each activity. So for example, only one skill may be necessary for a given activity, but more than one skill for another, in which case the employee would have to possess all skills to be considered qualified for the task. InVision SPS features a special function called Job Optimisation, which is run after having allocated shifts. It places presences on replaceable activities where the staff requirement has not yet been met. Then it re-schedules activities which have the highest priority, which have not yet been fully covered. The exchange is successful if the coverage of the requirement has been approved and the employee has the necessary skills. Those employees with the highest skill rating for each activity are scheduled against the respective activity as a priority. Moreover, SPS enables supervisors to ensure coverage and service levels are met by having the right agents available at the right times, whilst integrating staff requests for particular working hours in the planning process. InVision helps companies to control the deployment of employees to activities based on their skills and experience profile, providing accurate reports on each employee's performance and adherence to work schedules.
InVision's Staff Planning System is a modular solution, supporting all the facets of needs-oriented workforce management, from requirement and capacity planning, shift and operation planning, to a broad range of options for integrating staff into the planning process. "Every step in our workforce management solution is supported by fully integrated workflow which enables companies to schedule staff based on business needs and the availability of skills," - John Cann, Country Manager UK and Ireland.