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InVision Enterprise WFM Chosen by Dependable HomeTech

December 15, 2009

Dependable HomeTech, a Canada- based provider of technology support services for residential and business customers, has selected InVision Enterprise WFM for scheduling its call center agents.


By implementing the technology from InVision Software, a vendor of enterprise-wide workforce management tools, DHT officials said they're trying to improve the efficiency of their disparate service departments -- 'This will result in a better service at the appropriate times for customers and a reduction in labor costs.'

DHT employs 500 people in total, with 150 of them working in the DHT headquarters-based call center. They get calls from residential and business customers, provide technical support and premium support over the phone or online.

The company's decision to purchase InVision’s software was influenced by 'several factors,' DHT officials say, 'besides economic reasons and InVision’s competitive pricing.'

Evidently DHT required one single platform for planning across disparate departments in order to achieve 'flexibility in staff planning,' company officials say, adding that they liked InVision’s optimization engine and the module AutoScheduler: 'Now, the planners at DHT can create requirement-driven and optimized schedules at the push of a button while meeting all scheduling constraints.'

Founded in 1995 and based in Ratingen, Germany, InVision employs more than 210 WFM specialists and has offices across Europe, North America, and South Africa.

This summer TMC's Patrick Barnard conducted an interview with Craig R. Shambaugh, vice president of sales at InVision Software North America. Among other observations, Shambaugh remarked that as the younger generation becomes more important to business 'they are showing a preference to non traditional forms of communication such as blogs, chats and SMS, so logic follows that successful businesses will establish new communication channels that in turn need to be serviced and managed.'

Shambaugh said 'there is some interesting market research from DMG Consulting that suggests depending upon the vertical market some verticals such as high technology and retail are already experiencing 2.0 with IM/Chat communications -- and that SMS is anticipated within the next several years.'

Other verticals, he said, will follow over the next four years: 'I have not seen any studies of what impact Web 2.0 will have on the call center industry in terms of volume but we can look at history and take lessons from the emergence of email and Web self-service as accepted forms of communication and the impact they have had on contact centers. The recognition by companies that the new channels are important to the market will drive need to have skilled employees with the proficiency to handle these new forms of communication.'



David Sims is a contributing editor for ContactCenterSolutions. To read more of David’s articles, please visit his columnist page. He also blogs for ContactCenterSolutions here.

Edited by Patrick Barnard



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