opcyc backs up its claim to be the most operational WFM solution

Category: Product development
Excerpt: opcycWFM sets new standards in operational workforce management solutions and presents two pioneering modules: opcycDOCS and opcycDATA. The opcycDOCS back-office module revolutionizes document planning and control, while opcycDATA with its Data Ware House module enables direct access to large volumes of data.

Competitive advantages blow by blow

Most configurable, operational and affordable WFM solution with personnel administration and time management. Since the change in ownership in mid-2018 and the takeover of the management by operationally very experienced management, opcycWFM has been facing up to precisely this challenge. “Changing the name to opcyc, i.e. ‘op’ for operations and ‘cyc’ for cycle, was just a small building block in the consistent implementation of a fundamentally new company orientation,” says Ralf Thomas, Managing Director of opcyc, “Our aim with opcycWFM is to clearly set ourselves apart from the competition, whose solutions were all developed at the green table.” Ender Tezel, Head of Key Account Management and member of the Executive Board, adds: “Building up expertise takes far too long for a software provider in a specialist segment. Where others try to build up know-how, we have it.”

opcyc had already successfully rolled out the new opcycDOCS module at the beginning of March. With the first real back-office planning and controlling system on the market, opcyc is once again setting 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 vary greatly and combine documents with processing times of 3 minutes with those of 30 minutes in planning and control. And unlike with calls, the component of “abandonment” can and must be taken into account. While a “patient” call cannot be assigned a different position in the queue using efficient means, this is generally possible for documents. opcyc combines these things in the new opcycDOCS module. “The results are immediately impressive,” explains Ender Tezel, “The new approach to planning and controlling documents with opcycDOCS leads to immediate improvements and deals with the operational challenges of day-to-day business much more accurately than anything we know.”

Irrespective of this, opcyc launched a tutorial series for its existing customers two weeks ago. The videos help opcyc’s customers to use the very powerful possibilities of the opcycWFM suite to implement specific operational issues. Once again, the operational benefit is most important to opcyc. “It’s not about being cool or glossy production. We make business software and it has to understand the customer’s business and be very close to it! Our customers are simply interested in content and it has to be right,” says Ralf Thomas, positioning himself clearly. Ender Tezel adds: “Feedback from our customers that they are using one or two of the features presented is just as important to us as the feedback that our customers had immediate operational benefits after the tutorial.”

Continuous expansion of the operational lead

With opcycDATA, opcyc has now completed and made available the Data Ware House module for opcycWFM. opcycWFM requires extensive data for its operations and is also constantly producing new data itself. All this data is stored in the opcycWFM databases and is also available for reporting and Excel exports in addition to operation. opcycDATA now enables direct access to these data volumes. “With opcycDATA, our customers can access opcycWFM data completely freely via views, BI tools or other third-party software,” says Ralf Thomas, explaining opcycDATA’s approach. With opcycDATA, the use and further processing of the data is now entirely up to the customer. Ender Tezel, who himself worked for many years as a manager on the user side, emphasizes the benefits: “Whether special reports are created from it, e.g. with the inclusion of other data sources, or whether the data should be made usable for your own HR or payroll programs, or whether selected groups of people should be provided with prepared data, e.g. via BI tools such as Tableau, Qlik, Microsoft Power BI, etc. … opcycDATA now makes all this possible.” With the new module, opcyc is focusing on somewhat larger units and organizations that want to build on the already extensive reporting and data export options of opcycWFM. Tezel points out a not uninteresting aspect: “Use cases that are always in demand are now also possible with opcycDATA. This means that clients from several customer service centers can use the option of consolidated reporting. On the other hand, service providers have the option of making client reports available on a much more individualized basis. And finally, opcycDATA makes any combination of data possible for all customers, which helps to make completely new assessments.

With the two modules opcycDOCS and opcycDATA, opcyc impressively underpins its claim to the leading position as the most operational WFM solution on the market and offers its users clear competitive advantages.

About opcyc

opcyc GmbH, founded in 2011, laid the foundations for the WFM suite back in 2002 under the influence of one of Germany’s leading customer service providers. With the opcycWFM software developed from operational practice, opcyc offers one of the most powerful systems for planning and managing customer service centers. opcycWFM supports all workforce management processes: Forecasting, shift and resource planning, operational controlling, payroll-ready time management, reporting and analysis. With the opcycDOCS module, opcyc also makes the first operational back-office controlling possible.

With opcycWFM, opcyc stands for the most configurable, operational and affordable workforce management with personnel administration and time management in all sizes. opcyc’s customers include banks, customer service and e-commerce service providers, insurance companies, technology, event and tourism companies and energy suppliers.