24. September 2009

Major US Insurance Company Selects Workforce Management Solution from InVision Software

InVision Software, a leading international supplier of enterprise-wide workforce management solutions, was selected by one of the largest commercial insurance writers in the US to implement a new cost-saving workforce management (WFM) software for its contact centre operations. The WFM system will bring operating efficiencies to the company’s contact centres that will result in better adherence to service levels and lower operating costs.

The insurance company employs hundreds of representatives in its North-America based contact centres. The representatives handle incoming claims calls from customers and provide technical support to agents – services that help keep the business strong and satisfaction high. The company is committed to delivering a great service experience and has therefore decided to implement a high-performance WFM software solution for the demand-oriented scheduling of its contact center agents.

“We are excited to continue our growth track in North America through our relationship with this new customer,” said Peter Bollenbeck, CEO of InVision Software. “We are looking forward to helping them improve contact centre efficiency by putting the right people in the right place at the right time. The growing adoption of different channels of interaction in customer service – email, chat, SMS (texting), community bulletin boards and social networking – multiplies the planning requirements for the contact centre management. Our solution InVision Enterprise WFM supports planners to cope with these new challenges in multi-channel environments ensuring service level adherence for all customer interactions – regardless of the respective communication channel.”

The US insurance company selected the InVision Enterprise WFM system because of its user-friendly design and the depth of functionality the software provides. In addition to demand-oriented and optimised scheduling of its agents, the company requested real-time adherence monitoring, enabling them to ensure service level goals are met throughout each day. At the same time, the employees’ motivation and acceptance of flexible shifts is boosted by the module ‘Infothek Inform’ which alerts the agents to scheduled changes in activities, and to changes made to an existing schedule.