Irene® combines today’s most advanced workforce management forecasting and scheduling technology, – the ISC Optimization Engine – , with the world's most successful user interface – the internet browser.
Irene was developed to use the world's most successful user-interface - the internet browser. So Irene is easy-to-use: no complicated installation programs or proprietary hardware. You always have the most-up-date version of the product. At no extra charge, call center managers and agents may access Irene securely from multiple sites within your organization or from any location with internet access.
The ISC Optimization Engine sets new benchmarks in schedule efficiency. It maximizes use of your available workforce while supporting agent preferences, service performance goals, and work rules related to company policies and union regulations. Unlike many systems, Irene does not force you to define standard "shifts" which are then "shoehorned" into workforce schedules.
Every call center is unique. Yet most standard workforce management algorithms treat all call centers as the same. Irene's adaptive algorithms evaluate system results over time and adapt forecasts to the dynamic characteristics of your changing call/contact patterns.
Now you can empower agents to handle tasks for themselves such as trading tours, revising schedule preferences, and requesting days off. Increase agent satisfaction and reduce clerical hours.
Irene understands how your call center can evolve and what you'll need to adapt. Irene aids and supports a seamless transition from a single-site, single-service center to a multi-site, multi-service center.
Irene understands the importance of accessing your data at all times in various formats. Irene provides easy ways to export your center's contact data to familiar desktop tools such as Microsoft Excel and Word.
Technology changes fast. Because ISC built and continues to develop Irene with widely-supported standards, you can be assured that your investment will remain current and increase in value over time. Irene's customers are not charged for system and standard feature upgrades.
Flexible purchase and internet delivery permit you to use the Irene software with low up-front costs. With our pay-as-you-go pricing, your initial capital investment is modest, so getting started with Irene is easy. We're confident that Irene will measure up to your toughest standards.
If you ever need help, the people you speak with at ISC will understand your issues and priorities. We understand your technical needs. We support your mission to deliver the highest quality customer service at reasonable cost. ISC becomes a part of your Workforce Management team whenever you need us.