Exhibitor List

Exhibitors Include:

Press Releases

Allianz Suisse: Multi-Site Workforce Management with InVision Enterprise WFM

Birmingham / Ratingen (Germany), August 10th, 2009 – Allianz Suisse, one of the most important insurance companies in Switzerland and part of the global insurance group Allianz, now optimises the scheduling of
150 service centre agents with a workforce management (WFM) system from InVision Software, one of the leading international providers of WFM solutions. The agents are located at four different sites across Switzerland, handling all client claims. By introducing InVision Enterprise WFM, the workforce in all locations is managed centrally from a single site ensuring an optimised distribution of the workload as well as ensuring high quality of service and customer satisfaction.

InVision Enterprise WFM was implemented several weeks ago and Richard Habenberger, Resource Manager at Allianz Suisse, is delighted with the solution for optimised staff scheduling: “Our ultimate ambition is to reduce the administration efforts for managing our workforce. Therefore, we needed a new WFM system that is able to centrally manage planning for all service centres. It was crucial that we can provide our planners a powerful tool for creating and controlling rule-compliant schedules, while automatically taking into account our complex employee contract structure. Additionally, the solution has to offer full functionality in all of our three national languages German, French and Italian. The InVision WFM system met all of these requirements. From our site in Zurich, we are now centrally creating optimised schedules at the push of a button – for all agents working at the four different Swiss service centres.”

Using the PhoneLink interface within the InVision software, all relevant statistical information for planning and scheduling, e.g. call times, call volumes and call handling time from the CTI (Computer Telephony Integration) system, is automatically transferred to the new WFM system. Based on this historical data, the planners set up a detailed forecast of the expected working volumes and the required staff with the help of the InVision module ForecastPro. The AutoScheduler enables the planners to create rule-compliant schedules in a fully automated process covering the forecasted demand. For intraday management and control of schedules, as well as for staff evaluation and performance analysis, the planners use the OnlineCockpit where KPI (Key Performance Indicators) comparisons can be done in real-time across all service centre units.

“Our solution meets the needs of Allianz Suisse in an ideal way as the system is capable of mapping virtual structures and thus optimally supports the multi-site scheduling of geographically dispersed sites”, says Peter Bollenbeck, CEO of InVision Software. “In addition, the analysis and monitoring features help to further increase the productivity of the service centres: Planned and actual working times are permanently monitored enabling the planners to re-align future scheduling to the forecasted demand even more precise in order to ensure an optimised service level.”


About Allianz Suisse
With a premium volume of 3.9 billion CHF, Allianz Suisse is one of the most important insurance companies in Switzerland. Its business operations include insurance, pension funds and property. The company employs about 3,800 people and is part of the international Allianz group with sites in more than 70 countries on all continents. Almost 1,000,000 private individuals and more than 100,000 companies rely on the consulting, insurance and provision services of Allianz Suisse in all aspects of life. A tight network of general agencies ensures customer proximity in all regions of Switzerland. Allianz Suisse manages a total of assets amounting to 18.5 billion CHF. With more than 19,000 rental properties and a real estate portfolio of about 3 billion CHF, Allianz Suisse is one of the major real estate investors of Switzerland. Allianz Suisse is an official partner of the Swiss Red Cross.
Further information: www.allianz-suisse.ch


About InVision Software
InVision Software is a world-leading supplier of enterprise-wide workforce management solutions which enable companies to optimise 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. Among InVision's clients are numerous international blue chip companies, such as ABN Amro, Allianz, BMW, Deutsche Telekom, IKEA, Sky and Vodafone.
Further information: www.invisionwfm.com

UK contact:
Chris Dealy
InVision Software Ltd.
Sales Director
Baskerville House
Centenary Square, B1 2ND Birmingham
phone: +44(0)121 503-2620
fax: +44(0)121 503-2621
email: chris.dealy@invisionwfm.com

Press contact:
Jutta Handlanger
InVision Software AG
Head of Corporate Communications
Halskestrasse 38
D-40880 Ratingen (Germany)
phone: +49 (0)2102 728-252
fax: +49 (0)2102 728-111
e-mail: pr@invision.de

 

 

Media Partners

Partners

Sponsors

Call Centre Focus News