14. Dezember 2005

InVision Software and Vocalcom Agree on Distribution Partnership

InVision Software and Vocalcom, an internationally operating CRM provider, are joining their distribution channels. Since December, InVision Enterprise WFM, a web-based solution to optimise staff schedules, has been part of Vocalcom’s portfolio. The companies’ distribution partnership will include all of Vocalcom’s locations in Europe as well as Argentina and Brazil while InVision contributes the foothold it has on the entire American continent thanks to its Chicago branch, opened in the middle of 2005.

Peter Bollenbeck, CEO of the InVision group: “By collaborating with Vocalcom, InVision is going to strengthen the dominant position it holds internationally. We expect to see a significant gain in our worldwide trading efforts and an increase in brand recognition especially with regard to the call centre market. Vocalcom is a well-positioned and competent partner, a company that has made a name for itself in the field of web-based call centre technologies.”

“In a number of industries, the importance of customer communication has increased over the last years,” says Günter Dicks, InVision VP Business Development Central Europe. A noticeable increase has been observed not only in the number of contact centres but also in the range of technical alternatives. As a result, employees who handle customer requests must have a broad range of skills in order to provide great service. Moreover, staff schedules have long since ceased to comply with any fixed pattern, making staff scheduling more complicated. Studies show, however, that only few companies adequately respond to these challenges by implementing professional solutions. “This is where InVision’s software comes into play. By developing the InVision Enterprise WFM solution we have provided a powerful and user-friendly workforce management tool that guarantees a fast ROI without compromising our first-rate quality or service,” says Günter Dicks.

John Holst, CEO of Vocalcom: “We are looking forward to collaborating with one of the leading workforce management specialists. InVision’s solutions add a valuable component to Vocalcom’s product range: InVision is the state-of-the-art response to all issues revolving around scheduling in call centres. The system meets even the most complicated requirements and is available in all the languages our customers speak. Cost-efficient workforce management is a key factor when it comes to successful CRM and customer communication.”

Vocalcom develops and distributes ASP-based platforms and virtual phone networks for multi-channel contact centres. Vocalcom’s customers include Adecco Services, Albert Heijn, AOL, Arvato Services, BNP Paribas, Citibank, Crédit Agricole and Sony Music.