Contact Center Solutions Featured Article

Lufthansa Gets its Workforce Management from InVision

December 03, 2007

There are some types of businesses that literally beg for next-generation workforce management. An ideal candidate is a large company with distributed contact centers, a high level of cyclical business, a strong propensity for unexpected spikes in call volume and a lot of competitors, which means that customer service is its only differentiating point. In other words…an airline.

InVision Software AG, an international provider of enterprise-wide workforce management solutions, announced today that it is currently working together with Lufthansa on the implementation of a comprehensive project for the German national carrier. The airline accepted InVision's tender after the successful completion of an initial scheme during the first half of this year.

Based in Ratingen, Germany, InVision currently employs more than 150 workforce management specialists and has offices across Europe, North America and South Africa.

The workforce management solution InVision Enterprise WFM will be implemented at Lufthansa's domestic German sites in order to achieve efficient staff planning for 6,000 employees within the group's Passage division. When selecting a new WFM system, Lufthansa attached high importance to integrated time management and to the optimization of rostering, as time and attendance features will be relevant for a further 6,000 employees.

With the deployment of InVision's software solution, Lufthansa expects a significant increase in the quality of its planning processes as well as in planning efficiency, which is expected to lead to improved efficiency in shift assignment. In addition, a Web-based function that employees can use to request shifts and a shift exchange option encourage the active involvement of staff during the planning process.

Peter Bollenbeck, CEO of InVision Software AG, comments: "Lufthansa is an innovative company and has identified the forward-looking potential of staff planning optimization. Therefore, it makes sense that Lufthansa trusts InVision, the creator of one of the leading international workforce management systems with integrated time management features."

For more information, visit www.invisionwfm.com.

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