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InSite Support Chooses ISC's Irene Online To Host Workforce Management Over The InternetSolution's Internet-based Delivery Model Lets Customer Support Startup Focus Investments on Mission-Critical Operations While Ensuring High-Quality Forecasting and SchedulingNEW YORK, NY, November 3, 2000 -- ISC, Inc., ( http://www.isc.com ), a full-service consulting and software development firm specializing in customer interaction center workforce management solutions, today announced that InSite Support Services, a provider of outsourced technical and customer support services, has deployed the hosted version of the Irene workforce management solution in its customer support center.Newberry, South Carolina-based InSite is deploying Irene to forecast demand on the center’s 125 customer service agents and schedule them to meet the unique requirements of the its three business segments. InSite provides technical support services for Internet Service Providers and software vendors, quote and claim services for insurance companies, and reservation services for resort property management firms. “We’re scheduling agents for different business functions here and we needed a way to not only improve our scheduling and forecasting capabilities, but to address the unique characteristics of our business model,” said InSite Support Services vice Hal Hood. “Irene is working wonderfully for us because we can get those things without having to drain precious resources from other areas of our operating budget. That’s ideal for a startup or even a well-established company.” Hood reported that 15-month-old InSite has to continually ensure that the support center workforce is optimally staffed to meet demand because the company is building its reputation on the responsiveness and depth of its support organization. At the same time, he needs to control costs wherever possible so InSite can continue to invest in the business. “Irene is helping us enormously because it gives us an affordable, high-quality, professional workforce management solution and frees us to grow the company without making huge infrastructure investments,” he said. “We have additional priorities in developing and running this business and Irene enables us to invest in those processes without worrying that the agents aren’t being scheduled properly.” With Irene, InSite is able to continually expand its support organization with minimal impact on its overall budget. “Because we are charged monthly on a per-agent basis it is very cost-effective for us to simply add another agent to the service. With Irene, we’re paying only for what we use. We could never have grown from 50 agents six months ago to 125 agents today with another workforce management product because we don’t have the budget to spend $100,000 on all the hardware, software, and consulting required to make it happen. If it weren’t for Irene, we would not have been able to grow the support group as cost-effectively as we have.” Since InSite deploys Irene to accommodate three operating divisions, the service had to be customized to address the peculiarities of each segment. Hood reported that ISC’s development team worked closely with InSite to adapt the service to meet its needs. “I can’t say enough about their technical people,” he said. “They knew exactly what to do in order to adapt Irene to our circumstances.” About ISC ISC, Inc. is a leading provider of contact center workforce management software and consulting services. The New York City-based company was founded in 1973 to provide call center training services. In 1999 ISC introduced Irene, an advanced, scaleable contact center workforce management solution. Irene Onlineä, an easy-to-use ASP service available over the Internet for an affordable monthly fee, provides contact centers great schedules with zero risk and fast deployment. Irene Enterpriseä, which is deployed inside the customer's organization, provides state-of-the-art forecasts and schedules for the most demanding multi-site, multi-service, multi-media contact centers. ISC's management includes senior executives from leading technology businesses. Irene customers include Telegate, Levolor Home Fashions, Multisoft, and others. Irene is winner of the Call Center News Service HOTPICK 2000 Award. For more information, please visit http://www.isc.com or call 212 477 8800. Note to Editors: Irene is a trademark of ISC. Editorial Contact: Tom McFarland Vector Communications, Inc. 617 846 1116 tmcfarland@vector-comm.com top of page |
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