23. November 2009

2009 Salón Call Centre + CRM Solutions: Surviving the Economic Downturn with WFM from InVision

At the 12th edition of the Spanish trade show ‘Salón Call Centre + CRM Solutions’, InVision Software, a leading international provider of contact centre workforce management solutions, will introduce its contact centre staff retention proposition. The software solution InVision Enterprise WFM enables contact centres to reduce labour hours and payroll expenses. As a result, InVision customers are able to lower operating costs while leaving themselves prepared for an eventual return to economic prosperity. The key event for the call centre industry in Spain and Portugal takes place from 2 to 3 December at the ‘Centro de Convenciones Norte IFEMA’ in Madrid. The exhibition features more than 40 companies showcasing their latest products and solutions, a live call centre as well as numerous workshops which can be attended by visitors for free.

InVision Enterprise WFM is an easy-to-use, web-based software solution that supports the whole process of demand-oriented workforce management in contact centres – all the way from forecasting to scheduling, optimisation, time management and monitoring. The solution holds a unique, patent pending technology for demand-oriented planning of multi-skill environments. This enables multi-activity scheduling that generates fully optimised rosters in a single step and in a fraction of the time of other systems. Planners can create requirement-driven and optimised schedules at the push of a button while meeting all scheduling constraints, such as relevant legislation, local agreements and contracts of individual employees as well as work-life balance guidelines. The software module AutoScheduler performs the entire scheduling and optimisation process in a single step, starting from the long-term assignment of working hours per day all the way to defining individual activities to be performed within the course of a day.

“Our schedule optimisation technology helps to reduce the working hours scheduled per employee and to minimise overtime, cutting labour and payroll expenses”, explains Peter Bollenbeck, CEO of InVision Software. “Savings are substantial, greatly offsetting the cost of the technology and proving an immediate reduction in operating costs. Our optimisation engine leads the market in its ability to optimise schedules with respect to service levels and other key performance indicators, as well as agent work availability and preferences.”

Visit InVision Software at the ‘2009 Salón Call Centre + CRM Solutions’:

  • December 2nd - 3rd, 2009
  • Centro de Convenciones Norte IFEMA, Madrid
  • Salón Profesional, Stand B15