Operations Scheduling

Intercall

InterCall is the largest service provider in the world specializing in conference communications. With $500 million in annual revenues, InterCall serves over 400,000 individual conference leaders in more than 70,000 organizations around the globe with its range of services that include audio, event, web, and video conferencing solutions.

Key Business Challenge:

• Provide an operations management system that encourages rapid growth
• Boost the speed and quality of the client’s operational processes and systems
• Help the client better manage its workforce and improve efficiency while cutting costs.

The Solution

TWJ created a mission-critical equipment and labor scheduling application for InterCall, delivering the system in 9 months and then working over a multi-year period to refine and extend it for the client’s ever-changing needs. The Java-based scheduling application handles both audio conference bridge scheduling and the assignment of operators to conferences. TWJ’s custom application has greatly improved the speed, quality, and productivity of InterCall’s equipment and labor scheduling, producing significant cost savings as well. We also developed a workforce shift scheduling application that uses optimization technology and enables InterCall to determine the optimal size of its labor force for both conference operators and reservations agents while maintaining quality service.