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2020
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September 16, 2020
opcyc equips opcycWFM with important GDPR feature
The latest platform (V20) of opcycWFM has been available since the beginning of 2020 and since then, opcyc customers have also taken big steps forward. After the back office module opcycDOCS and the data warehouse module opcycDATA, opcyc now equips its WFM suite with additional features.
The first one is the new DSGVO feature. All personal data can thus remain within opcycWFM, but will be irreversibly anonymised. Both a pre-settable period of between 0 and 120 months for all departures and the immediate anonymisation of individual departures can be mapped in an audit-proof manner. opcycWFM thus relieves its customers of a large operational burden and still ensures the necessary data continuity. "All WFM systems are in a balancing act between legal department and operations. With regard to the GDPR, nobody has solved this so far," says Ralf Thomas, Managing Director of opcyc GmbH.
The head of customer management at opcyc and member of the management board, Ender Tezel, explains this: "On the one hand, employees who have left the company have a right to have their personal data deleted; on the other hand, this data must not simply be omitted for forecasts, capacity planning, production, reporting in WFM. As a provider of a WFM suite, it is contractually wonderful to be able to evade this responsibility. This may reassure the legal departments, but is counterproductive for management and operations. It was important for us to do justice to both. We are happy to substantiate our claim to be the most operational WFM suite".
The new GDPR feature will be rolled out immediately and is available to all opcyc V20 customers at no extra cost. "Such a GDPR feature is more complex in terms of content than one might think at first due to the countless references to the relevant data. But our customers should not once, but again and again recognise that opcyc meets the requirements of the operative market leader", Thomas explains the motivation for the new GDPR feature in opcycWFM.
About opcyc GmbH:
opcyc GmbH, founded in 2011, laid the foundation for the WFM suite back in 2004 under the influence of one of the leading German customer service providers. With the software opcycWFM, which was developed out of the operational practice, opcyc offers one of the most powerful systems for planning and controlling of customer service centers. opcycWFM supports all workforce management processes: Forecast, shift and resource planning, operational control, time management, reporting and analysis. With the opcycDOCS module, opcyc also makes the first operative back office control possible.
With opcycWFM, opcyc stands for the most operative, configurable and best priced workforce management with personnel administration and time management for customer service centers of all sizes. Among opcyc's customers are banks, customer service and eCommerce service providers, insurance companies, technology, event and tourism companies, energy providers.
2020
Here you will find our main news for the year 2020.
September 16, 2020: opcyc equips opcycWFM with important GDPR feature
opcyc equips opcycWFM with important GDPR feature
The latest platform of opcycWFM has been available since the beginning of 2020 and since then, opcyc customers have also taken big steps forward. After the back office module opcycDOCS and the data warehouse module opcycDATA, opcyc now equips its WFM suite with additional features.
The first one is the new DSGVO feature. All personal data can thus remain within opcycWFM, but will be irreversibly anonymised. Both a pre-settable period of between 0 and 120 months for all departures and the immediate anonymisation of individual departures can be mapped in an audit-proof manner. opcycWFM thus relieves its customers of a large operational burden and still ensures the necessary data continuity. "All WFM systems are in a balancing act between legal department and operations. With regard to the GDPR, nobody has solved this so far," says Ralf Thomas, Managing Director of opcyc GmbH.
The head of customer management at opcyc and member of the management board, Ender Tezel, explains this: "On the one hand, employees who have left the company have a right to have their personal data deleted; on the other hand, this data must not simply be omitted for forecasts, capacity planning, production, reporting in WFM. As a provider of a WFM suite, it is contractually wonderful to be able to evade this responsibility. This may reassure the legal departments, but is counterproductive for management and operations. It was important for us to do justice to both. We are happy to substantiate our claim to be the most operational WFM suite".
The new GDPR feature will be rolled out immediately and is available to all customers of the latest platform from opcyc at no extra cost. "Such a GDPR feature is more complex in terms of content than one might think at first due to the countless references to the relevant data. But our customers should not once, but again and again recognise that opcyc meets the requirements of the operative market leader", Thomas explains the motivation for the new GDPR feature in opcycWFM.
About opcyc GmbH:
opcyc GmbH, founded in 2011, laid the foundation for the WFM suite back in 2004 under the influence of one of the leading German customer service providers. With the software opcycWFM, which was developed out of the operational practice, opcyc offers one of the most powerful systems for planning and controlling of customer service centers. opcycWFM supports all workforce management processes: Forecast, shift and resource planning, operational control, time management, reporting and analysis. With the opcycDOCS module, opcyc also makes the first operative back office control possible.
With opcycWFM, opcyc stands for the most operative, configurable and best priced workforce management with personnel administration and time management for customer service centers of all sizes. Among opcyc's customers are banks, customer service and eCommerce service providers, insurance companies, technology, event and tourism companies, energy providers.
June 4, 2020: opcyc underpins the claim of the most operational WFM solution: competitive advantages in one fell swoop
June 4, 2020
opcyc underpins the claim of the most operational WFM solution: competitive advantages in one fell swoop
Most configurable, best priced and most operational WFM solution with personnel administration and time management. Since the change of shareholders in the middle of 2018 and the takeover of the management by operationally very experienced management, opcycWFM is facing up to exactly this demand. "The change of the name to opcyc, i.e. 'op' as in Operations and 'cyc' as in cycle, was only a small part of the consistent implementation of a fundamentally new company orientation", says Ralf Thomas, Managing Director of opcyc. "With opcycWFM we want to clearly differentiate ourselves from the competition, whose solutions were all developed on the green table". Ender Tezel, Head of Key Account Management and member of the management adds "Building up know-how takes far too long for a software provider in a special segment. Where others try to build up the know-how, we have it."
Already at the beginning of March opcyc had successfully rolled out the new module opcycDOCS. With the first real back office planning and control on the market, opcyc again sets itself apart from the competition with its claim to operational market leadership. All WFM tools tacitly neglect the fact that the processing times of documents are very different and combine documents with processing times of 3 minutes with those of 30 minutes in planning and control. And unlike with calls, the "leave it at home" component can and must be considered. While a "patient" call cannot be assigned a different position in the waiting loop by efficient means, this is basically possible with documents. opcyc combines these things in the new module opcycDOCS. "The results are immediately impressive", explains Ender Tezel, "The new approach to document planning and control with opcycDOCS immediately leads to improvements and deals with the operational challenges of daily business much more accurately than anything we know".
Independent of this, opcyc has now opened a tutorial series for its existing customers two weeks ago. The videos help opcyc's customers to use the very powerful capabilities of the opcycWFM suite for the implementation of concrete operational issues. Again, the most important benefit for opcyc is the operational benefit. "It is not about being cool or glossy. We make a business software and it has to understand the customer's business, very close! Our customers are simply interested in content and it has to be right," Ralf Thomas positions himself clearly. Ender Tezel adds: "Feedback from our customers, that they use one or the other trick of the presented features, is just as important to us as the feedback that our customers had immediate operational benefits after the tutorial".
But that's not all, because opcyc is now expanding its operational advantage step by step.
With opcycDATA, opcyc has now completed the DataWareHouse module for opcycWFM and made it available. opcycWFM requires extensive data for its operations and also continuously produces new data itself. All these data are stored in the opcycWFM databases and are available for reporting and Excel exports. opcycDATA now enables direct access to these data sets. "With opcycDATA, our customers can access the opcycWFM data completely freely via views, BI tools or other third-party software," explains Ralf Thomas the approach of opcycDATA. With opcycDATA, the use and further processing of the data is now completely left to the customers. Ender Tezel, himself a long-time manager on the user side, underlines the benefits: "Whether special reports, e.g. including other data sources, are to be created from the data, or whether the data is to be used for your own HR or payroll programs, or whether selected groups of people are to be provided with data prepared using BI tools such as Tableau, Qlik, Microsoft Power BI etc. ... all this is now possible with opcycDATA. With the new module, opcyc focuses on larger units and organisations that want to use the extensive reporting and data export capabilities of opcycWFM. Tezel points out an interesting aspect: "Even frequently requested applications are now possible with opcycDATA. Thus, customers of several customer service centres can use the possibility of consolidated reporting. On the other hand, service providers have the possibility to make a lot of individual customer reports available. And finally, opcycDATA makes any combination of data possible for all customers, which helps to make completely new evaluations.
With the two modules opcycDOCS and opcycDATA, opcyc impressively substantiates its claim to the leading position as the most operational WFM solution on the market and offers its users significant competitive advantages.
About opcyc GmbH:
opcyc GmbH, founded in 2011, laid the foundation for the WFM suite back in 2004 under the influence of one of the leading German customer service providers. With the software opcycWFM, which was developed out of the operational practice, opcyc offers one of the most powerful systems for planning and controlling of customer service centers. opcycWFM supports all workforce management processes: Forecast, shift and resource planning, operational control, time management, reporting and analysis. With the opcycDOCS module, opcyc also makes the first operative back office control possible.
With opcycWFM, opcyc stands for the most operative, configurable and best priced workforce management with personnel administration and time management for customer service centers of all sizes. Among opcyc's customers are banks, customer service and eCommerce service providers, insurance companies, technology, event and tourism companies, energy providers.
April 8, 2020: opcyc draws first full-year balance sheet: Best year in company history
April 8, 2020
opcyc draws first full-year balance sheet: Best year in company history
opcyc can draw a consistently positive annual balance for 2019. In 2019, 11 new customers were acquired. Revenues increased by 26% to EUR 1.275 m. Earnings before interest and taxes (EBIT) adjusted for a debt waiver rose from EUR -0.783 million (2018) to EUR +0.125 million (2019), an increase of more than EUR 0.9 million. Even with an adjusted EUR 0.524 million, earnings before interest, taxes, depreciation and amortisation (EBITDA) make 2019 the most successful year in the company's history.
As of August 2018, catinedo AG had acquired 100% of the company from mVISE AG (WKN 620458) under the name Just Intelligence GmbH and immediately started restructuring the company into today's opcyc GmbH. For 12 years, catinedo AG has been implementing success-based projects for the strategic and operational optimization of customer service. With opcycWFM, a WorkForceManagement suite, opcyc provides the software for planning and controlling customer service.
"It is precisely these combined competencies that make up the clout of the new opcyc GmbH. opcycWFM is the only WFM suite on the market that originates from the operative and not from the green table and is consequently further developed in this way", says catinedo CEO and opcyc managing director Ralf Thomas, "Our customers appreciate this very much and our new customers notice right from the start that they are well understood".
The acquisition of new customers could already be put on a new footing from Q4/2018 on and could be given a new and more professional "tone". "Our competition sells a software. We are selling the possibility, with the help of our software, to optimize the operational side of the business, taking the employees with us. We ourselves have many years of experience from responsible positions in operational customer service," says Ender Tezel, Head of Key Account Management and member of the management board of opcyc GmbH since autumn 2018, "and we have been combining this with opcyc's excellent development capacities for a year now.
The number of new customers is just one of the parameters for success. Thanks to the strategic adjustments in sales, the sales cycle itself has now been reduced to less than 6 months and thus halved.
The consistent restructuring in the software development itself is also largely responsible for the success. opcycWFM itself has been further developed and has grown. "The company lacked a strategy for the software. Further development on demand is no strategy." Thus, the employee portal myOPCYC could be adapted to the market needs and has been rolled out successfully since the beginning of 2019. With the new module opcycDOCS, opcyc has completed the world's first real back office planning and control system in just one year and with opcycDATA, opcyc's own DWH, opcyc has scored the next direct hit. Ralf Thomas comments: "In addition to the fact that we offer the best priced and most configurable WFM suite, it is the conceptual operational ideas and their consistent user-oriented implementation by our development team that differentiates us significantly from the competition".
Parallel to the restructuring of content, the strategic reorientation of the company as such was also achieved. By changing the licensing model for all new contracts to exclusively rental licenses and turning away from customer adjustments that did not lead to the desired results, opcyc has already successfully completed the most noticeable sub-project. Ender Tezel comments: "Customizing is very costly for the customers, not very profitable for us and very maintenance-intensive for everyone.
For the future years, opcyc was also able to completely leave behind all the financially burdensome undesirable developments of the past few years through restructuring measures and also put itself on a very solid and also financial market-suitable foundation with an excellent outlook in all economic matters.
About opcyc GmbH:
opcyc GmbH, founded in 2011, laid the foundation for the WFM suite back in 2004 under the influence of one of Germany's leading customer service providers. With the software opcycWFM, which was developed out of the operational practice, opcyc offers one of the most powerful systems for planning and controlling of customer service centers. opcycWFM supports all workforce management processes: Forecast, shift and resource planning, operational control, time management, reporting and analysis. With the opcycDOCS module, opcyc also makes the first operative back office control possible.
With opcycWFM, opcyc stands for the most operational, configurable and best priced workforce management with personnel administration and time management for customer service centers of all sizes. Among opcyc's customers are banks, customer service and eCommerce service providers, insurance companies, technology, event and tourism companies, energy providers.
About catinedo AG:
catinedo AG was founded in 2007 and has been committed to performance-based restructuring consulting and support from the very beginning. In the area of customer service, catinedo has proven in online sanitary trade, in the automotive industry, energy supply, telecommunication and in the field of tour operators that this form of consulting is not only well received but also results-oriented and goal-oriented for the customers. catinedo stands for responsible consulting and implementation in equal measure and thus closes a real value gap for its clients depending on success.
More information is available at: https://www.catinedo.de
March 28, 2020: opcyc at the CCW 2020 from 02 - 04 March 2020 in Berlin
February 1, 2020 / March 28, 2020
opcyc at the CCW 2020 from 02 - 04 March 2020 in Berlin
Workforce Management (WFM) is currently on everyone's lips again as a buzzword and opcyc GmbH has once again brought it to life. With opcycWFM, the most configurable, operational and best-priced WFM suite with personnel administration and time management will be presented at CCW 2020. As the only software in this area not developed on the green table, opcyc has already earned the reputation of the most operational WFM solution in recent years. The configurability has been further extended and the new price structure allows the statement: best priced WFM suite!
From personnel administration to forecasting, planning, controlling, intraday management, a sophisticated absence management system and the preparation of ready-to-use data, opcycWFM offers an integrated mapping of the operational cycle of a customer service centre. op wie Operation cyc wie Cycle, opcycWFM meets this requirement alone with its extremely high configurability. Without time-consuming and costly customising, centres ranging in size from around 50 agents to international corporations can map the requirements of their own organisation. With myOPCYC, we have also succeeded in creating an employee portal that meets the latest requirements and yet is functionally linked to opcycWFM in a function-oriented and unplayful manner.
The opcycDOCS module will be presented brand new at the CCW 2020. For the first time, it has been possible to seamlessly integrate real back office planning and control into a WFM suite. Compared to previous solutions in which the logic for synchronous communication (calls) for back office tasks was more or less bent, opcycDOCS offers the possibility to take into account the needs of asynchronous communication. A document can possibly be left lying around and another one processed first. This simple insight has highly complex effects that cannot be adequately considered in today's customer service world. With opcycDOCS this is possible!
Visitors can get a live insight into opcycWFM at opcyc's booth G18 in hall 3.
For those who prefer a short, concise introduction, opcyc can also be seen in the Demo Forum at the CCW 2020: 02.03.2020 11.40, 03.03.2020 14.30, 04.03.2020 9.30.
Downloads
The latest news are also available here as files for download.
opcyc equips opcycWFM with important GDPR feature.
Wednesday, 16 September 2020 12:49opcyc underpins the claim of the most operational WFM solution: competitive advantages in one fell swoop
Thursday, 04 June 2020 08:56opcyc draws first full-year balance sheet: Best year in company history
Wednesday, 08 April 2020 08:56opcyc at the CCW 2020 from 02 - 04 March 2020 in Berlin
Saturday, 28 March 2020 08:56Archive
2014
Here you will find our main news for 2014.
ICC now also available as Cloud solution
26.11.2014
ICC now also available as cloud solution
Just Intelligence' proven planning and control solution ICC is now available as a cloud-based version.
This means that ICC's broad scope of services can now also be used by contact centers that rely on SaaS solutions throughout or have only very limited budgets available for the introduction of workforce management systems. Since investments in own hardware, operating systems etc. are not necessary, the ICC Cloud solution can achieve a particularly fast ROI.
conVISUAL AG participates in Just Intelligence
27.10.2014
conVISUAL AG acquires stake in Just Intelligence
conVISUAL AG, headquartered in Oberhausen, holds a 33.4% stake in Just Intelligence GmbH.
conVISUAL AG is listed in the Entry Standard segment of the Frankfurt Stock Exchange and will support Just Intelligence in further developing its own planning and control solution ICC and marketing it as a cloud-based solution in the future. conVISUAL has an option to acquire the remaining shares of Just Intelligence and will use its investment to expand its core business Mobile Business Solutions in the cloud computing sector.
ICC Launch in the Philippines
10.09.2014
ICC Launch in the Philippines
After contact centers in Europe and America, the Bosch Service Solutions location in Manila is now the first contact center in Asia to work with ICC software from Just Intelligence. ICC will be used here in the future as an integrated solution for resource planning, monitoring and time management.
Just Intelligence re-certified as Microsoft Gold Partner
12.08.2014
Just Intelligence Recertified as Microsoft Gold Partner
Gold Partner Competencies stand for industry-leading application development capabilities that Just Intelligence has acquired. The ICC contact center planning and control solution from Just Intelligence is one of only a few hundred software products worldwide that have been certified as Microsoft Server 2012.
ICC goes America
17.05.2014
ICC goes America
The use of ICC at the newly opened Bosch Communication Center location in Fort Lauderdale means that for the first time ICC will also be used as a workforce management system in a US contact center. ICC covers all local legal requirements and is used locally not only for planning and control but also for time management.
Parlez-vous français?
03.03.2014
ICC now also available in a French version.
After German, English and Spanish, French is now one of the languages in which the contact center planning and control solution ICC from Just Intelligence is available. This also includes the consideration of all requirements arising from French labor law. At the same time, ICC is also prepared for use in other French-speaking countries such as Switzerland, Belgium, Morocco and others.
Just Intelligence introduces new version of ICC Timetable
06.10.2013
Just Intelligence launches new version of ICC Timetable
With the market launch of a new integrated version of the ICC Admin Center and ICC Timetable modules, Just Intelligence completes the complete revision and optimization of the central control module of the ICC platform. All functions for managing master data, configuring projects, plan models, etc. as well as for operational monitoring and fine tuning of shift planning are now available in an integrated application.
2015
Here you can find our most important news of the year 2015.
Just Intelligence Award Winner of the Technology Fast 50 Award 2015
02.11.2015
Just Intelligence winner of the Technology Fast 50 Award 2015
Awarded for high growth since foundation in 2011
Every year, young technology companies are awarded the prize awarded by the renowned auditing and consulting firm Deloitte. Innovation, sustainability and particularly high sales growth are evaluated.
Optimized back office planning in ICC Workforce Planner
15.09.2015
Optimized back office planning in the ICC Workforce Planner
Better utilization through efficient planning of the processing of emails, letters, etc.
With the optimized ICC Backoffice planning functionality, resources for processing emails, letters, etc. can be efficiently allocated on the basis of any service level (even several hours or days). This allows capacity overhangs resulting from temporarily lower call or chat volumes to be used in a targeted manner and employee utilization to be improved. At the same time, there is transparency at all times as to whether the service level specifications are also met for back-office tasks.
Welcome, Russia!
13.07.2015
Welcome, Russia!
ICC now also available in Russian language
After German, English, Spanish and French, Russian is now also supported as a language by ICC. Just Intelligence can thus serve another large call center market, for which sustained high growth is expected over the next few years.
Just Intelligence introduces new version of ICC Workforce Planner
04.05.2015
Just Intelligence launches new version of ICC Workforce Planner
Like all ICC modules, the ICC Workforce Planner 15.x is also available as a cloud or on premise solution.
The extensive revision now enables maximum flexibility for weekly and daily working times and offers even better performance. Even highly complex multi-skill planning over several weeks can be processed in a very short time, thus shortening the planning process and facilitating simulations with different parameters and assumptions.
Welcome UK!
13.04.2015
Welcome UK!
ICC now also in use in the United Kingdom
With the introduction of Bosch Service Solutions' workforce management system in Liverpool, ICC is now also present in Great Britain. With the localized ICC version, Just Intelligence will address further customers in Europe's leading contact center market in order to benefit from the great sales potential.
Just Intelligence at CCW 2015
24.02.2015
Just Intelligence at CCW 2015
At Europe's largest trade fair for customer service, customer communication and call centers, Just Intelligence presents the latest version of its integrated contact center planning and control solution ICC:
- ICC Workforce Planner with even greater flexibility and better performance
- Complete revision of the ICC Admin Center / Timetable for configuration and control
- Now also available as cloud solution
2016
Here you will find our main news for 2016.
mVISE AG acquires majority stake in Just Intelligence
29.09.2016
mVISE AG acquires majority stake in Just Intelligence
Positive impetus expected for sales and earnings growth
Düsseldorf-based mVISE AG, a pioneer in mobile digitization with a stake in Just Intelligence GmbH since 2014, has acquired further shares and is now the largest shareholder with 78%. The two founders Christian Ebbecke and Nicolas Schubert will remain at the top of the company in the future. The mVISE board member Manfred Götz is appointed as an additional managing director. Due to the special competence of mVISE AG in the areas of mobile and cloud services, Just Intelligence will be able to further strengthen and expand its capabilities in this environment.
Just Intelligence at the CC-CLUB Congress 2016
13.09.2016
Just Intelligence at the CC-CLUB Congress 2016
Meet us on 13.9.2016 in Düsseldorf at the Call Center-Club Congress in the Apollo-Theater!
In addition to first-class lectures by extraordinary keynote speakers, the participants can expect exciting rounds of "getting to know each other" which will encourage the exchange of experiences and thus contribute to the expansion of the professional network. In addition, the Call Center Club will for the first time present the award for the "Most Attractive Employer" in the subsequent evening programme. The Original Roncalli Varietè Show rounds off the programme.
Just Intelligence becomes partner of 4Com
05.08.2016
Just Intelligence becomes partner of 4Com
ICC Workforce Management now available as part of 4Com Suite
4Com GmbH & Co. KG, Hanover, market leader for cloud-based inbound and outbound solutions in customer service and Just Intelligence, are now cooperating in workforce management. The ICC planning and control software is now available as an integrated component of the 4Com Suite.
Cloud customers from the customer service environment are very often looking for the complete solution for the contact center from a single source. In future, this target group can be served specifically with 4Com as a powerful partner. Holger Klewe, Managing Director of 4Com, underlines the decision: "We have found a powerful partner with a great deal of practical experience, who fits well with the 4Com philosophy and perfectly complements our solutions. ICC has convinced us as a comprehensive and practical overall solution for personnel administration, time management and personnel resource planning. ICC's range of functions goes far beyond classic workforce management solutions and is an excellent addition to the 4Com Suite".
With the additional integration of ICC into the 4Com Cockpit, 4Com's comprehensive business intelligence platform, customers also receive professional performance management to optimize planning results in the contact center and can therefore plan service levels and service costs even better.
Just Intelligence celebrates its 5th anniversary
01.06.2016
Just Intelligence celebrates its 5th anniversary
Successful development continues
Developed in 2011 as part of an MBO from the D+S Group, one of Germany's leading customer service providers, Just Intelligence has tripled its turnover over the past five years and successfully established itself as a leading provider of integrated workforce management solutions.
ICC now also in use in India and China
09.05.2016
ICC now also in use in India and China
Bosch Service Solutions introduces ICC at Chengdu and Bangalore sites
As part of the global rollout of ICC as a group-wide workforce management solution, Just Intelligence's proven planning and control software is now also being used at Bosch Service Solutions' Chengdu and Bangalore sites.
Just Intelligence at CCW 2016
23.02.2016
Just Intelligence at CCW 2016
Visit us at the CCW 2016 in Berlin from 23.-25.2.2016 in hall 3 at booth G 18
At Europe's largest trade fair for customer service, customer communication and call centers, Just Intelligence presents numerous innovations of its integrated contact center planning and control solution ICC:
- ICC Workforce Planner 16.x with automated training planning and new graphical user interface
- ICC Time Manager 16.x as a highly flexible and user-friendly time management solution
- Optimized versions of the ICC Infopool (employee portal) and ICC Timetable (monitoring + control)
ICC now with automated training scheduling
08.01.2016
ICC now with automated training planning
Train your employees when the productive workload is at its lowest!
As one of the first workforce management systems, ICC offers the possibility to schedule training courses automatically. Training requirements can be specified for any number of employees, which are to be fulfilled within a definable period (e.g. a training with 4 sessions of 2 hours each from Monday to Friday). During automated shift planning, the ICC Workforce Planner checks in which time slots negative effects on the productive service can best be minimized, and plans the training for the affected employees accordingly.
2017
Here you will find our main news for 2017.
ICC now with Work@Home Planning
21.08.2017
ICC now with Work@Home Planning
There is no question that the flexible and short-term integration of qualified employees in the domestic environment, even beyond the direct catchment area of the contact center, is extremely attractive. The high attractiveness, however, is contrasted on the planning side by no less complexity.
The employees in the home office should be integrated flexibly, at short notice and best several times a day, but also regularly, if necessary - as in the case of one of our customers - also across national borders. Personal availability should be taken into account, as should requirements for minimum working hours or necessary prioritisation, e.g. of inpatient staff.
The Work@Home solution introduced with ICC Version 17.3 makes these requirements flexible, plannable and controllable. The Home Agent can enter his available time windows also for several employments on the day individually from home. Necessary planning settings such as minimum working times or prioritizations can easily be made as the basis for automated planning. Home agents can be grouped into employee groups, for which special rules and settings can apply. For quick access in the event of sudden load peaks, the currently available Home Agents are displayed separately in Real Time Management and can be activated as required. Of course, the Home Agents have access to all administrative workflows such as shift exchanges, vacation requests or necessary time corrections at any time and are of course also fully recorded and evaluable in the integrated ICC Time Management.
ICC Work@Home thus measurably increases your planning flexibility, supports optimised accessibility during short-term peak loads, extends plannable specialist skills and helps you to increase your catchment area in recruitment by integrating home agents.
ICC simplifies integration of business applications
10.07.2017
ICC simplifies integration of business applications
Connector to elastic.io reduces effort when connecting third-party systems
Just Intelligence now provides a connector for the integration platform of elastic.io for its modular software ICC. With this connector, the connection of third-party systems can be considerably simplified in the future.
Elastic.io offers a platform with an easy-to-use tool and a marketplace with standardized connectors to various business applications (such as ERP, CRM, eCommerce) and databases. This significantly reduces the integration effort to the business applications at ICC. Currently, over 200 customers worldwide with over 4,000 users use the elastic.io platform to simplify their integration tasks.
Just Intelligence goes India
23.06.2017
Just Intelligence goes India
ICC now also in use in India
Bosch Service Solution introduces ICC as a global workforce management solution in India. With an ICC version tailored to local needs, more than 250 associates will be planned, controlled and evaluated at Bosch's Bangalore location.
Just Intelligence at CCW 2017
25.01.2017
Just Intelligence at CCW 2017
Visit Just Intelligence at the CCW 2017 in Berlin from 21 - 23 February 2017 in Hall 3 Stand G18 or get a first overview of the daily Teletalk demo forums.
As a leading provider of integrated workforce management solutions, Just Intelligence will once again present a number of new features of its ICC software at Europe's leading event for the contact center industry. Find out how ICC enables you to smoothly integrate your personnel management, time management and personnel resource planning requirements and how you can manage your contact center more transparently and efficiently with fully automated workflows.
Many new functions in ICC also simplify the daily planning and control of your service staff:
- Our new Info Dashboard clearly summarizes important approval processes (vacation, etc.) and allows them to be processed directly.
- With the new evaluation of time management and production data, a completely newly developed and highly flexible reporting structure is presented for the first time.
- ICC now also enables internationally operating companies with a Follow-the-Sun concept to plan across time zones.
We look forward to discussing your specific requirements. Call us and make an appointment
Continued success even in 2016
05.01.2017
Continued success also in 2016
Just Intelligence continues successful growth of previous years
In the 2016 financial year, Just Intelligence is once again building on the success of previous years. The leading provider of integrated workforce management solutions for contact centers expanded its installed user base by more than 25 percent last year and was also able to increase its sales significantly. 2016 is thus one of the most successful years of the rapidly growing company.
In addition to the consistent focus of product development on customer wishes, further investments in sales, new sales partners and a strong focus on target groups are the reasons for the success in the past financial year. In the market for contact center service providers in particular, the company was able to further expand its strong base with customers such as TELforYou, tms connected!, Sanvartis and Wirecard and to win reference customers in other key areas of the contact center economy.
Interested parties can convince themselves of the efficiency of the offered software solutions at CCW 2017, the international congress fair for customer service and contact centers, in the Estrel Kongress Center in Berlin from 21 - 23 February 2017 (Hall 3/Stand G18).
2018
Here you will find our main news for 2018.
Just Intelligence GmbH is now opcyc GmbH
03.12.2018
Just Intelligence GmbH is now opcyc GmbH
Just Intelligence GmbH has changed its name. From now on our company name is:
opcyc GmbH spoken: [opsaik]
op like operation cyc like cycle
We are thus clearly expressing our core and our unique selling proposition. Our WFM software comes from the operational side and can not only map but understand the daily planning, control and optimization cycle of customer service centers. This is what distinguishes our software opcycWFM (formerly ICC).
As our valued customers, you know that. As our future customers you will learn to appreciate it. And as our business partners you will simply be able to pronounce us better.
Roadshow Date - 24.01.2019 - Insights into the WFM solution opcycWFM
19.11.2018
Roadshow date - 24.01.2019 - Insights into the WFM solution opcycWFM
The roadshow series of opcyc GmbH started in mid-November 2018 with a complete success in Dortmund. We are continuing this success with further stops on the roadshow tour through Germany. Under the motto "We can Workforce Management", companies that are introducing a professional WFM system or replacing an existing system will be shown how the Workforce Management Solution - opcycWFM - can professionally and efficiently master the complex balancing act between customer, employee and management requirements.
The typical planning cycle in a call center in focus, efficient methods of software-supported resource planning and control are presented on the basis of practical case studies.
The basic data of the event are
on 24.01.2019
in Kassel | near the city centre | 34117 Kassel
Reception 11:00 a.m. | End of 2:00 p.m.
A lunch snack is provided for
Participation in the event is free of charge.
Registrations can now be made conveniently using the registration form. Places are limited. Confirmation of registration does not entitle the participant to participate. Eligibility will be sent 2 days after registration.
Roadshow Date - 15.11.2018 - Insights into the WFM solution ICC
17.10.2018
Roadshow date - 15.11.2018 - Insights into the WFM solution ICC
On 15.11.2018 Just Intelligence GmbH started a roadshow tour through Germany. Under the motto "We can Workforce Management!", companies that are introducing a professional WFM system or replacing an existing system will be shown how the workforce management solution - ICC - can professionally and efficiently master the complex balancing act between customer, employee and management requirements.
The typical planning cycle in a call center in focus, efficient methods of software-supported resource planning and control are presented on the basis of practical case studies.
The basic data for the successful event were
on 15.11.2018
im nh Dortmund | Königswall 1 | 44137 Dortmund
Reception 10:30 | Start 11:00 | End 14:00
A midday snack was provided for
Participation in the event was free of charge.
Registrations could still be made up to 02.11.2018 comfortably with the registration form. The places were limited. A confirmation of the registration did not entitle the participant to participate. Eligibility was sent 2 days after registration.
Hamburger catinedo AG acquires 100% of the shares in Just Intelligence GmbH
25.07.2018
Hamburger catinedo AG acquires 100% of the shares of Just Intelligence GmbH
The Hamburg-based catinedo AG, a consulting company for processes relevant to end customers, acquires 100% of the shares of mVISE AG, Düsseldorf as the previous majority shareholder as well as the former shareholders. The two founders Christian Ebbecke and Nicolas Schubert will remain in the management of the company as Head of Operations and Head of Development. The new managing director is Ralf Thomas, founder and CEO of catinedo AG, who brings his broad spectrum of expertise and experience to the company as a customer service expert.
Just Intelligence at CCW 2018
27.02.2018
Just Intelligence at CCW 2018
Visit Just Intelligence at the CCW 2018 in Berlin from 27.2. - 1.3.2018 in hall 3 booth G18 or get a first overview at the daily Teletalk demo forums.
At Europe's leading event for contact center business, Just Intelligence will once again present numerous new features of its workforce management solution ICC, which further simplifies the daily planning and control of your service employees and makes them more efficient:
- With our new replanning function, you can flexibly adapt already published shift schedules to changed forecasts or unexpected employee absences without violating restrictions resulting from company agreements or labour law regulations, for example.
- With the integration and extension of the ICC Reporting features in the application for monitoring, control and administration, operation and performance are further optimized. With freely configurable data cubes, individual queries and views of production data can now be created and saved for future use in both the ICC On Premise and ICC Cloud versions.
ICC Customer Day 2018
01.02.2018
ICC Customer Day 2018
Just Intelligence invites you to the ICC Customer Day 2018 on 1./2.2.2018 at the Gastwerk Hotel Hamburg.
We present the development and release planning of our workforce management solution in the current year and discuss with our customers planned features as well as possible development topics for the future. The event will be rounded off by the lecture "The Megatrends in Workforce Management" by our guest Marc Ueckermeier, Managing Partner PlanMen Germany and of course plenty of time to exchange experiences with colleagues from other companies and our management team.
2019
Here you will find our main news for the year 2019.
opcyc remains on track for success - opcycWFM successfully wins nine new customers
11.10.2019
opcyc remains on track for success - opcycWFM successfully wins nine new customers
In the first nine months of the year, opcycWFM was able to convince nine more customers and is thus still on the road to success. New opcyc customers come from various sectors of the economy and the non-profit sector and are of different sizes. All nine equally justify the decision with the fact that opcycWFM
- the most configurable WFM software on the market is
- proves its practical origin at every corner of the software
- has the clearly best price/performance ratio
- the most sophisticated employee portal
The personnel administration and the optional time management module round off opcycWFM to a complete WFM suite.
opcyc on the CCW2019 - 19.02.-21.02.2019
23.01.2019
opcyc at CCW2019 - 19.02.-21.02.2019 - Insights into the WFM solution opcycWFM
Due to the continuing high demand, we are now firmly established in our schedule and will continue our roadshow tour with further stops throughout Germany. This time, however, the venue and setting will be provided by the leading trade fair for the customer service industry, CallCenterWorld 2019, the CCW:
Berlin
Under the motto: "We can Workforce Management" we will show you at the CCW at our booth G18 in hall 3 how the complex balancing act between customer, employee and management requirements can be mastered professionally and efficiently with the workforce management solution opcycWFM. Whether you want to introduce a professional WFM system or are thinking about replacing an existing system: opcycWFM is a must - WFM from practice for practice.
The basic data for CCW2019 are
- from 19.02.2019 to 21.02.2019
- at Estrel Congress Center, Sonnenallee 225, 12057 Berlin
- 19. February 2019: 9 - 18 o'clock
- 20. February 2019: 9 - 18 o'clock
- 21. February 2019: 9 - 17 o'clock
Visit us here: Booth 3G18.
Spontaneous or with appointment: We are looking forward to seeing you!
