InVision Software, a supplier of enterprise-wide workforce management solutions, has stated that its new workforce management software has been deployed by a major Canadian consumer finance provider for contact center operations.

The WFM from InVision optimizes the valuable resources of a company: its employees, in a very special way. In order to achieve optimal productivity from its employees, a business has to assign the right person for the right job and though it may sound simple, workforce management is a complex process because a lot of factors come into play when assigning the right person for the right job.

Though there are many companies that would opt for ERP, CRM or HR management solutions for organizing different processes they often resort to pen-and-paper or simple systems such as spreadsheets when it comes to staff scheduling. This will only result in expensive overtime payments, unproductive idle time, high rates of staff turnover, poor customer service and untapped revenue potential.

InVision has claimed that its Enterprise WFM (News - Alert) helps businesses by reducing costs related to staff, administration and IT, whilst enhancing the quality of their employees' work. The benefits include: increased efficiency of operations; reduced payroll because overstaffing unnecessary overtime and non-productive downtime are avoided; improved productivity and motivation of employees by involving them in the planning process; faster and better decisions as all relevant KPIs (Key Performance Indicators) in are accessed in real time; reduced management costs since processes are streamlined, paper-based activities are largely eliminated and error-prone manual corrections and calculations are avoided; and lower costs for IT as the InVision solution can be centrally managed with existing staff and infrastructure itself.

The Canadian consumer finance provider employs 550 call center agents handling incoming claims calls from customers at three sites across Canada and was looking for newer ways to enhance its service experience. So it opted to install a high-performance WFM solution to improve efficiency through demand-oriented scheduling of its contact centre agents.

The PhoneLink interface from the InVision software will allow the finance company to systematically transfer all relevant statistical information for planning and scheduling, e.g. call times, call volumes and call handling time from the Cisco (News - Alert) telephone system, to the new WFM system.

And using historical data, InVision module ForecastPro provides detailed forecasts of future staffing requirements and enables the company to freely define the parameters such as sales, the number of customer contacts, average transaction duration or production volume, that drive future predictions. The Infothek Interactive Schedule module will provide the agents with the opportunity to request and to swap shifts in an automated, paper-free process and to get at-a-glance information on their current schedules and upcoming changeovers to other activities, boosting their motivation and acceptance of flexible shifts.

Peter Bollenbeck (News - Alert), CEO of InVision Software has commented that they are excited to broaden their customer portfolio in North America through their relationship with a major Canadian finance company. They are looking forward to helping them enhance contact center efficiency by putting the right people in the right places at the right time.

In related news, InVision Software (News - Alert) released InVision Enterprise WFM version 4.7 and InVision Software received 2009 CRM Excellence award.