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@CloudExpo Authors: Jyoti Bansal, Elizabeth White, Patrick Hubbard, Peter Silva, Steve Latham

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Timesquare® On Demand : le Workforce Management (WFM) en SaaS débarque dans les centres d’appels

Holy-Dis (Paris:MLHOD) www.holydis.com, spécialiste français en solutions de Workforce Management, annonce Timesquare® On Demand, une nouvelle extension de sa gamme, dédiée aux centres d’appels et basée sur le mode SaaS. Cette offre permet la planification des effectifs à la carte. Grande première en Europe : Holy-Dis propose aux structures intermédiaires d’externaliser la planification des équipes en infogérance.

Timesquare® On Demand : performance garantie, ROI dès le premier mois

Holy-Dis met à la disposition des responsables d’équipe et des collaborateurs une suite logicielle directement accessible avec un navigateur Web, 24h/24 et 7j/7. Le logiciel Timesquare® permet d’analyser les fluctuations d’activité, construire des modèles prévisionnels, dimensionner les équipes au plus près des besoins, anticiper les évolutions légales de la profession.

A ce jour, il s’agit du meilleur compromis pour les Centres d’appels souhaitant adapter leurs coûts à leurs capacités tout en ajustant les plannings et en réduisant les périodes de sureffectif et sous-effectif. Le centre d’appels bénéficiera de gains économiques et organisationnels mais aussi de l’adhésion active des agents à la culture de l’entreprise.

Holy-Dis garantit la confidentialité des données personnelles relatives à la gestion des temps, des plannings et des tâches. L’hébergement se fait dans des datacenters de très haute performance situés en France.
Timesquare® On Demand s’intègre et communique automatiquement avec les autres briques logicielles des SI ; la base personnalisée est restituée à l’issue de la période d’engagement.

Une première en Europe : les Centres d’appels peuvent externaliser la planification

Holy-Dis propose son expertise dans les services d’externalisation, notamment aux centres d’appels de taille intermédiaire (10 à 300 personnes) ne disposant pas toujours d’une compétence interne de chargé de planification ou n’ayant pas la taille suffisante pour recruter le profil adéquat. La prise en charge des tâches de planification se fait alors tant au niveau fonctionnel que technique.

Conçue comme un service d’outsourcing de la planification, l’externalisation de la planification peut être envisagée ponctuellement (longue maladie du responsable, formation, congé sabbatique, détachement, etc.).
L’interactivité de Timesquare® On Demand permet de garantir une collaboration client/prestataire fluide lors de la planification. Ainsi, le mode modulaire infogéré proposé par Holy-Dis présente l’avantage d’être adaptable à tout centre d’appels selon sa taille et ses besoins, sans nécessité d’investir dans l’achat d’une licence.

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