NEW YORK, NY -- ISC Consultants, Inc. (www.isc.com), a full-service consulting and software development firm specializing in call center solutions, today unveiled Irene, the industry's first "smart" browser-based forecasting and scheduling software for call centers, at the ICCM Conference. Irene is the only workforce management solution delivered as an enterprise version for installation on a corporate Intranet or as an application service accessed securely over the Internet. Irene utilizes the unique ISC Optimization Engine, which adaptively learns the characteristics of a particular call center and enables organizations to implement advanced forecasting and scheduling capabilities based on their own specific history and criteria.
"The advances Irene delivers to the call center industry represent the potential for the highest return-on-investment of any workforce management solution on the market today," said Donald Koosis, Chief Operations Officer. "Its availability as an application service enables call center managers to quickly and cost effectively deploy the most technologically advanced forecasting and scheduling product available. This is an enormous benefit for them."
Irene is available from any Internet-based browser, ensuring access by management and agents alike. Agents, with appropriate authorization, can easily access the solution's scheduling and forecasting capabilities to view and print schedules, request days off, and perform other administrative tasks which previously required manual intervention.
With its Internet-based architecture, Irene can be deployed for multiple call centers across multiple locations, without software installation costs. Training time is minimized since new hires are more likely to have been exposed to the ease-of-use of the typical Web browser.
"For more than 25 years, we've optimized contact centers and trained workforce managers. Our extensive experience helping clients has given us insight into what they need -- and don't need -- in a workforce management solution," noted Koosis. "From that starting point we developed the features on our customers' wish lists and integrated them with powerful new scheduling algorithms. To ensure widespread access and ease-of-use, we married it to the web-browser interface. The result is Irene®."
Irene is based on recognized industry standards such as SQL, XML, HTML, ODBC and NT, ensuring the product's long-term viability and capacity to adapt to changing technology and market conditions. Adherence to emerging standards also enables Irene to export data to other enterprise applications, including Excel, MS Word, and many others.
ISC Consultants, Inc. is a leading provider of sophisticated call center workforce management consulting services and software. Irene, the company's advanced and widely scalable software, is available in an enterprise version or as an application service which can be accessed over the Internet. It utilizes the unique ISC Optimization Engine, a "smart" patented software engine which forecasts demand and optimally schedules resources to meet it. ISC's founders were senior executives at IBM and Xerox and its employees include management and technical experts from AT&T, Bell Labs, Bellcore, and IBM. ISC's call center consulting customers include AT&T, EDS, Goldman Sachs, John Hancock, Morgan Stanley, Dean Witter, Simon & Schuster, Standard & Poors, IBM, Ciba, and others. For more information, please visit www.isc.com or call 212-477-8800.