Major US Insurance Company Selects Workforce Management Solution from InVision Software

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

The company employs hundreds of representatives in its North-America based contact centers. They handle incoming claims calls from customers and provide technical support to agents. The company is committed to delivering a great service experience and has therefore decided to implement a high-performance 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 center efficiency by putting the right people in the right place at the right time. The growing adoption of different channels in customer service – email, chat, SMS (texting), community bulletin boards and social networking – multiplies the planning requirements for the contact center management. Our solution supports planners to cope with these new challenges in multi-channel environments ensuring service level adherence for all customer interactions – regardless of the respective channel.”

The insurance company selected the InVision Enterprise WFM system because of its user-friendly design and depth of functionality. In addition to demand-oriented and optimized scheduling of its agents, the company requested real-time adherence monitoring, enabling them to ensure service level goals are met throughout each day.

InVision Software is a world-leading supplier of enterprise-wide workforce management solutions which enable companies to optimize their staff planning and scheduling processes. InVision empowers customers to reduce personnel costs, increase productivity, improve employee satisfaction and to boost revenue by leveraging better customer service. Founded in 1995 and based in Ratingen (Germany), InVision currently employs more than 220 WFM specialists and has offices across Europe, North America, and South Africa. InVision Software AG (IVX) is listed in the Prime Standard Segment of the Frankfurt Stock Exchange. www.invisionwfm.com