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| AIPoint completes implementation of proprietary WFM system at Globul call center AIPoint Ltd., a Tel-Aviv based company which develops call center management systems for the Israeli and international markets, has announced it has successfully completed implementation of its WFMPlus™ workforce optimization system at Globul’s customer service call centers in Sofia, Bulgaria. AIPoint C.E.O. and founder, Mr. Asi Barak, says the culmination of this project is proof of the solution’s maturity and potential: “After almost two years of negotiations and thoroughly checking the available solutions, no one else could offer the range of functionality and flexibility required by Globul. Speed and ease of integration were also important factors, with implementation starting within a week of closing the deal. Only AIPoint could meet all their demands – and we did”. Globul – a fully-owned subsidiary of the OTE group, controlled by Deutsche Telekom – is Bulgaria’s fastest-growing mobile phone service provider, with a 40% market share and over 3 million subscribers. Its customer service operations include state-of-the-art call centers with hundreds of seats and leading 3rd-party hardware, including a GeneSys CTI and NICE recording systems. The system installed at Globul includes a unique combination of Workforce Management modules for call forecasting, workforce scheduling, and real-time shift management, along with proprietary software for Human Resource management for the call center and its organizational environment. The modules are linked by a user-friendly interface which has been integrated into the call centers' existing intranet and internet arrays, allowing call center agents and managers access to system functionality from anywhere within or outside of the organization. The implementation project involved additional integrations with Globul’s 3rd-party systems, such as getting and displaying real-time statuses from the CTI, as well as automated sending of system notifications via the SMTP (e-mail) and SMS servers. In addition, AIPoint has included several customized reports and views incorporating the latest in reporting technologies, allowing Globul to adhere to its existing work processes and enhancing user “buy-in”. Mr. Barak describes the AIPoint software system as incorporating an innovative, "total" outlook of workforce management processes in call centers, and says it has provided Globul with significant operational savings from its very inception. “This has been another clear success for AIPoint in the European market, and it is generating interest from many companies in Bulgaria and throughout Europe”. About AIPoint AIPoint develops specialized workforce solutions for highly complex contact center environments. The company has developed unique software that enables real-time optimization of multi-variable, multi-need shift scheduling and monitoring, as well as HR training and placement. AIPoint's customers include market leaders in a variety of industries from telecom to airlines. It continues to expand its customer base in Israel and worldwide. http://www.globul.bg/  |
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