PEOPLEWARE LTD

Peopleware Workforce Management (WFM)

InVision has been a leader in Workforce Management for over 30 years. Peopleware WFM Cloud supports the whole planning cycle and is an easy-to-navigate WFM solution for contact centres and back-office operations. It is designed to save you money, time, and empower you to do more with less.

Features

• Forecasting for Multichannel scenarios thanks to more than 150 algorithms
• Multi-channel/Multi-site scheduling, automatic, optimised, and rule-compliant
• Create fixed, rotating or fully flexible shifts
• Set availability and absence quotas without compromising on flexibility
• Employees can bid on and swap shifts
• Vacation/absence management
• Real-time management to monitor your KPIs and schedule adherence
• A self-service portal that works on any device
• Open API for integration with ACD/CRM or other systems
• Standard Reports and APIs

Benefits

• Spend 75% less time and effort on the forecasting process
• Forecast recalculations every 15 minutes
• Reduce idle time with multi-skill and -activity configurations
• Avoid over and under staffing levels
• Employees can also manage their absence requests with transparency
• Adherence Monitoring can set warning thresholds to quickly identify issues
• View adherence at individual and team level
• Direct integration options for different ACD/CRMs with no additional costs
• Integrate with HR, Payroll, BI
• Agile product development approach and cloud native

£9 to £32 a user

Service documents

• Pricing document

  PDF

• Service definition document

  PDF

• Terms and conditions

  PDF

Request an accessible format

If you use assistive technology (such as a screen reader) and need versions of these documents in a more accessible format, email the supplier at johnny.basra@peopleware.com. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 14

Service ID

427350102597957

Contact

Johnny Basra
+44 7512712454
johnny.basra@peopleware.com

Service scope

• Software add-on or extension: No
• Cloud deployment model:
  • Public cloud
  • Private cloud
• Service constraints: N/A
• System requirements: Allow web traffic to and from www.injixo.com via port 443

User support

• Email or online ticketing support: Email or online ticketing
• Support response times: Response times priority varies on the severity of the ticket and product plan purchased.
• User can manage status and priority of support tickets: Yes
• Online ticketing support accessibility: None or don’t know
• Phone support: Yes
• Phone support availability: 9 to 5 (UK time), Monday to Friday
• Web chat support: No
• Onsite support: Yes, at extra cost
• Support levels: Injixo Support involves assessment, diagnosis, and recommended resolution of application level faults and performance issues. Customers can purchase additional support for consultancy, training, report creation, and integration.
• Support available to third parties: Yes

Onboarding and offboarding

• Getting started: We have distilled the essence of those WFM projects and the industry’s best practices into a repeatable, scalable onboarding process that includes online courses, user documentation, and either onsite or online training options. ; ; During onboarding, you’ll quickly get hands-on with injixo. The WFM Consultant will provide live training on all the key aspects and point you towards other resources that will help you to successfully complete your onboarding. ; ; A tailored success plan will be created as a road map showing all the steps required to go from kick-off meeting to production, showing target dates for each step (based on your targeted go-live date) and the desired outcomes for implementing injixo, e.g. KPI improvements. ; ; The Customer Success Manager will hold Business Review meetings with all relevant stakeholders. The review meeting is an opportunity for us to share what’s new in injixo and for you to share upcoming changes in your organisation. An important element of the Business Review is to check if the introduction of injixo delivered the desired outcomes that were recorded at the kick-off. If the outcomes are not being met as expected, a root-cause analysis will be conducted and we’ll provide recommended action to close the gap.
• Service documentation: Yes
• Documentation formats:
  • HTML
  • PDF
• End-of-contract data extraction: Customers may request all their data in machine-readable form upon the end, or termination of the injixo contract within a reasonable time frame that will be scoped as professional services engagement.
• End-of-contract process: The injixo tenant will be disabled at the end of the agreed chosen month of cancellation between both parties. The customer has options to export the necessary data before the injixo tenant will be disabled. If the customer wishes us to migrate the data out of the system then we can scope and provide professional services engagement to complete the exercise. We will delete all data within 32 days of the end of the contract.

Using the service

• Web browser interface: Yes
• Supported browsers:
  • Internet Explorer 11
  • Microsoft Edge
  • Firefox
  • Chrome
  • Safari
• Application to install: No
• Designed for use on mobile devices: Yes
• Differences between the mobile and desktop service: InjixoMe feature is an employee portal where agents will view shift patterns, request absence, make shift swaps, bid for shifts, view the team calendar, set availabilities and offer options to record shift or activity start/end times. The Portal is accessible via a URL which can be rendered on a mobile device using Progressive Web App technology.
• Service interface: Yes
• User support accessibility: None or don’t know
• Description of service interface: Users of the system can access the tool through a web browser, granting them WFM functionality for forecasting, scheduling, intraday management, data analysis, and employee empowerment through injixoME.
• Accessibility standards: None or don’t know
• Description of accessibility: N/A
• Accessibility testing: N/A
• API: Yes
• What users can and can't do using the API: The injixo open integrations applications programmer interface (API) enables injixo customers and routing platform vendors to create seamless data integrations with injixo, when a plug-and-play integration doesn’t exist. The API makes it possible to send contact events and agent status events to injixo using industry-standard protocols. It requires knowledge of the REST architecture and associated topics such as HTTPS requests and JSON. ; ; injixo additional API provides access to WFM-related data, such as employees, planning units, schedules, staffing or staff requirements. The injixo API simply follows the structure of the injixo data model. This means configuration items, such as skills, activities, day models, contracts, employees are related to each other.
• API documentation: Yes
• API documentation formats: HTML
• API sandbox or test environment: Yes
• Customisation available: Yes
• Description of customisation: Injixo WFM offers end-users the ability to configure the base configuration of the system to reflect the planning process and achieve service goals throughout the contract term.

Scaling

• Independence of resources: We do vertical and horizontal autoscaling to ensure that we have the required resources at any time.

Analytics

• Service usage metrics: Yes
• Metrics types: Metrics on the number of employees in the system, the platform uptime, and additional usage metrics can be requested at a cost.
• Reporting types:
  • Regular reports
  • Reports on request

Resellers

• Supplier type: Not a reseller

Staff security

• Staff security clearance: Other security clearance
• Government security clearance: None

Asset protection

• Knowledge of data storage and processing locations: Yes
• Data storage and processing locations: European Economic Area (EEA)
• User control over data storage and processing locations: No
• Datacentre security standards: Managed by a third party
• Penetration testing frequency: At least once a year
• Penetration testing approach: ‘IT Health Check’ performed by a Tigerscheme qualified provider or a CREST-approved service provider
• Protecting data at rest: Encryption of all physical media
• Data sanitisation process: Yes
• Data sanitisation type: Deleted data can’t be directly accessed
• Equipment disposal approach: In-house destruction process

Data importing and exporting

• Data export approach: The data can be exported from standardised reports and dashboards within injixo. We do have reporting API or we can offer exports as professional services engagement.
• Data export formats: CSV
• Data import formats: CSV

Data-in-transit protection

• Data protection between buyer and supplier networks: TLS (version 1.2 or above)
• Data protection within supplier network: TLS (version 1.2 or above)

Availability and resilience

• Guaranteed availability: We work very hard to keep the Service live 24/7 and we aim to deliver availability of at least 99.5% based on the full calendar year.; ; Availability is calculated as follows:; ; VF = [(VZ-AZ-NV) / (VZ-NV) * 100] ≥ 99.50%; ; whereby:; ; VF = availability in %; ; VZ = defined availability time in minutes (total time); ; AZ = total downtimes within the defined availability time; ; NV = total planned or non-attributable non-availability, which includes:; ; All downtimes of less than 15 minutes; Scheduled maintenance work (we will notify you in advance); Non-availability based on force majeure. This includes natural catastrophes, floods, fires, earthquakes, terrorist attacks, social unrest, strikes, sovereign actions, internet disruptions and illegal third-party attacks against the infrastructure on which the Service is based.; ; If the provision of the Service begins or ends in the current calendar year, then the availability for the periods of time in the calendar year outside the contract term will be assessed at 100%.
• Approach to resilience: Injixo operates from data centres in the Amazon EC2 infrastructure. injixo is a high available multi-tier application with redundancies on all levels.
• Outage reporting: We have a public dashboard in the following link:https://status.injixo.com/. You can subscribe to alerts for downtime.

Identity and authentication

• User authentication needed: Yes
• User authentication:
  • 2-factor authentication
  • Username or password
  • Other
• Other user authentication: SSO
• Access restrictions in management interfaces and support channels: Injixo has default user roles with preset access permissions that define user access. You can create your own user roles or edit a (default) user role.
• Access restriction testing frequency: At least once a year
• Management access authentication:
  • 2-factor authentication
  • Username or password

Audit information for users

• Access to user activity audit information: Users have access to real-time audit information
• How long user audit data is stored for: Less than 1 month
• Access to supplier activity audit information: Users contact the support team to get audit information
• How long supplier audit data is stored for: User-defined
• How long system logs are stored for: Between 1 month and 6 months

Standards and certifications

• ISO/IEC 27001 certification: Yes
• Who accredited the ISO/IEC 27001: MSECB
• ISO/IEC 27001 accreditation date: 2024-03-26
• What the ISO/IEC 27001 doesn’t cover: N.A
• ISO 28000:2007 certification: No
• CSA STAR certification: No
• PCI certification: No
• Cyber essentials: No
• Cyber essentials plus: No
• Other security certifications: Yes
• Any other security certifications: Amazon policies apply to injixo OC 1, ISO27001, PCIDSS

Security governance

• Named board-level person responsible for service security: Yes
• Security governance certified: Yes
• Security governance standards: ISO/IEC 27001
• Information security policies and processes: InVision’s Information Security Management System (ISMS) covers the provision, operation, maintenance, and management of the injixo platform. ; ; It sets out the obligations that we place on InVision employees and third-party suppliers who create, maintain, store, access, process, or transmit information within our development & staging environments, and the production environment that is accessed by customers.

Operational security

• Configuration and change management standard: Supplier-defined controls
• Configuration and change management approach: We use test-driven development, continuous integration, continuous delivery, pairing and code reviews to ensure our software is built and run securely. Every team consists of the appropriate roles to develop a new feature without the need of external employees. This ensures features are being developed in a secure and efficient manner.
• Vulnerability management type: Supplier-defined controls
• Vulnerability management approach: We have a Vulnerability Management Policy which can be shared after signing the NDA.
• Protective monitoring type: Supplier-defined controls
• Protective monitoring approach: We monitor our external access, internal failure rates of e.g. APIs. Logs are automatically observed and failures are alerted. AWS instances are monitored e.g. CPU utilization or disk usage. We use forecasted alerts to see problems e.g. full disks before they are critical. All of our applications are writing metrics to see performance issues arising automatically. Logs of user interactions that change data in the system and Logs about called reports
• Incident management type: Supplier-defined controls
• Incident management approach: There is an incident policy in place that is being followed in case of an incident. The process is different for different incident types. Each incident are recorded, analysed, resolved, and closely monitored. Each incident has its own root-cause analysis. Customer will be informed by email in case of a security breach/incident.

Secure development

• Approach to secure software development best practice: Supplier-defined process

Public sector networks

• Connection to public sector networks: No

Social Value

• Social Value:

  Social Value

  Equal opportunity

  Equal opportunity

  InVision is committed to providing equal employment opportunities to all qualified individuals and seeking to tackle workforce inequality. Our policy applies to all aspects of employment with us, including recruitment, hiring, rates of pay, promotion, training, termination, benefit plans, and all other forms of compensation, conditions, and privileges of employment for employees and applicants.

Pricing

• Price: £9 to £32 a user
• Discount for educational organisations: No
• Free trial available: No

Service documents

• Pricing document

  PDF

• Service definition document

  PDF

• Terms and conditions

  PDF

Request an accessible format

If you use assistive technology (such as a screen reader) and need versions of these documents in a more accessible format, email the supplier at johnny.basra@peopleware.com. Tell them what format you need. It will help if you say what assistive technology you use.