software as a service: introducing wfm in the cloud · what is workforce management? (wfm)...
TRANSCRIPT
Software as a Service: Introducing WFM in the cloud
Innovation from InVision
28 March 2011
Your speaker today
Chris Dealy, Sales Director Northern Europe, InVision
Agenda
What is cloud WFM?
What are the benefits of cloud WFM?
How is cloud WFM different to on-premises WFM?
How is cloud computing different to hosted / ASP WFM?
What about security and integration?
How much does it cost?
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InVision: Specialists in Workforce Management (WFM) since 1989
1989 InVision founders developed first scheduling system
1995 Foundation of InVision Software
1999 Start of international expansion
2004 Start of vertical expansion
2007 IPO
2009 Introduction of strategic consulting
2011 Launch of iWFM.com
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InVision: 250+ customers worldwide – including…
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Business Services
Authority
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What is Workforce Management? (WFM)
Workforce Management
Workforce Management is the art of
having the right number of skilled
people and supporting resources in
place at the right time to handle
accurately forecasted workload, at
service level and with quality
What is Workforce Management? (WFM)
What is Workforce Management? (WFM)
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Demand-driven
Requirement
Scheduled Staff
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Demand-driven
Requirement
Scheduled Staff
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Workforce Management has business impact
Long queues and waiting times
Service level goals not met
Lost customers / contracts
Employee burnout
Revenue is lost
Too few / not the right
employees...
Too many
employees...
Higher cost
Bored / demotivated employees
Money is wasted
Workforce
Management
The WFM cycle
Forecasting
Scheduling Time
Management
Monitoring & Reporting
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What is cloud WFM?
Supplier provides
Infrastructure Service
Application Service
Operations Service
You focus on
Optimising your most valuable resource:
your employees
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iWFM.com
What is cloud WFM? Infrastructure Services
Operating platform (Software & hardware)
WFM software
Database software
Storage
24/7 availability
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iWFM.com
What is cloud WFM? Application Services
Integration with 3rd party applications
E.g. ACD/CTI
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iWFM.com
What is cloud WFM? Operations Services
Monitoring services
Service packs and upgrades
Daily and weekly backups
Disaster recovery
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iWFM.com
What are the benefits of cloud WFM?
Low cost
Low monthly subscription fee
Fee based simply on number of agents
No additional hardware or software required
No heavy IT implementation or support required
Low risk
No capital expenditure
Scalable – add and remove capacity as you need it
Operational 24/7
99.5% system availability
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x
x
How is cloud WFM different to ‘on-premises’ WFM?
Forecasting
Scheduling Time
Management
Monitoring & Reporting
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Full functionality
How is cloud WFM different to ‘on-premises’ WFM?
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Software Licences
Hardware Infrastructure
Implementation
Training
Service Subscription
Support and Maintenance
Internal Operation Services
CA
PE
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OP
EX
SaaS/Cloud
(iWFM.com) On premise
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1)
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-- 1)
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1) Typically low efforts
How is cloud WFM different to hosted / ASP WFM?
True cloud WFM is NOT the same as hosting / ASP
Why? Multi-tenancy
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x ABC
Ltd.
x
How is cloud computing different to hosted / ASP WFM?
One service offer for many customers
Enables sustainable low pricing
Enables on-demand computing power
Exploits time zones
Green
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iWFM.com
What about security?
Data is like money; the cloud is the bank
Would you put your money in an on-premises safe?
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=
What about security?
Confidentiality Protected
Access Controlled
Integrity Compliance
Completeness
Correctness
Accuracy
Availability Reliability
Restorability
Robustness
Resilience
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What about security?
Key security protocols
SAS70 Type II Operational performance
& security standard to
safeguard data
ISO 27001 Systematic and ongoing
approach to manage
security risks
PCI DSS Level 1 payment card grade
transaction security
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Software as a Service: Introducing WFM in the cloud
Innovation from InVision
28 March 2011
