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Ratingen (Germany) – CallCenterWorld 2009, Europe´s key event for the international call center sector, will be for the 11th time running the meeting point for more than 260 international exhibitors and more than 7,000 expected visitors. The trade show takes place from 16th -19th February at the Estrel Convention Center in Berlin, Germany. This year, InVision Software, a leading international provider of enterprise-wide workforce management (WFM) solutions, again shows the latest developments of its software InVision Enterprise WFM. At the InVision stand (hall 4, stand B4/6), visitors can see how new modules, numerous enhancements as well as an innovative approach to back office planning make optimised staff planning in call centres even more efficient and user-friendly.

Version 4.6.0 – New modules and enhanced features

With the new HolidayManager from InVision Enterprise WFM, users can schedule long-term absences as well as yearly vacation time, allowing for optimisation of vacation allotment with the help of the forecasted requirement. In addition, absence quotas can be displayed using HolidayManager, which employees can view using the Infothek Interactive Schedule module. And what’s more, HolidayManager simplifies the process of determining vacation periods.

The new JobProcessor module increases system performance by allowing optimisation processes to run in particular time slots or on free servers. Actions that use up a great deal of a computer’s resources can be delegated to free servers within a specific time frame, using JobProcessor. That way, this new module lightens the load on both the InVision application server (InVision Enterprise Server) and the InVision HTTP Server, yielding much higher software performance.

Aside from these two new modules, version 4.6.0 offers an array of new features for the time management modules that make editing punches and time accounts more effective. And thanks to the new mass update function users can modify master data across entire employee groups: Users no longer have to change each employee data set individually when making general contract adjustments that apply to an entire planning unit; it can now be performed in one step with mass updating. Another new feature is the employee filter that allows users to create individual employee lists using various master data criteria. Once each filter is saved, users can always go back to it using a drop-down list in the menu. That way, the user gains quick access to the employee groups often needed for creating and editing schedules.

Efficient front and back office planning

Moreover, InVision will demonstrate at CallCenterWorld an innovative approach to back office planning that helps to achieve the same service quality as in the front office by securing service level adherence for the processing of documents like faxes and e-mails. With regard to the service levels, the realisation of short waiting times for customers at the telephone is one of the most important factors for call centres. Responding to documents can also be done with temporal delay and thus is automatically subject to a lower service level. By optimised planning with the workforce management system InVision Enterprise WFM, this fact is taken into account already within the forecasting process by allocating prio­rities resp. a relevance weighting of the respective activities. Based on a regularly updated backlog status, the processing status of each document is incorporated in the forecast for the next day, together with the forecast of the number of new incoming documents and the forecasted number of required agents. In this way, an accumulation of unprocessed documents will be avoided. An automated alert is displayed as soon as a pre-defined, critical value is exceeded. Thus, capacity constraints are detected in time and the staff can be scheduled accordingly.

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