Corporate Overview
L3 Prime has committed itself to the task of making modern rational forecasting and scheduling practices accessible to the world. L3 Prime is the inventor of High Definition Forecasting™ also known as High Fidelity Forecasting™ and High Definition Planning™. This is the only planning technology worldwide that is capable of analyzing call demand based on actual performance, real call distribution and real carry-over effects.
L3 Prime has truly invented the science of workforce management and every facet there of. The foundation of this reinvention is remarkably simple -- yet at the same time quite a revelation to those who have been deeply involved in the WFM practice for most of their Careers.
Routinely, we gather groups of WFM and call centre professionals together. They've seen one or more of the market leading WFM solutions and they have been impressed by the promise of forecasts and schedules that optimize their labor force. So then we ask them a simple series of questions.
Question 1):
When you prepare your forecasts and schedules using an Erlang based method, what are the inputs.
Answer:
1) Call Counts
2) Average Talk Time
3) Desired Service Level
Question 2):
So the Past Service Level and Past Wait Times are not even an input to the Erlang method. So what does this mean about any one of the Market leading WFM solutions that uses Erlang and claims they are going to optimize your labor force? It means that an interval averaging 200 calls and 5 minute talk time will have the exact same forecast whether the wait times were 30 seconds or 30 minutes--whether the Service levels were 100% or 1%. It means that almost every WFM solution that promises to optimize your labor force for you is mathematically unable to do so. In fact, if you are understaffed during any time of day, the Erlang method can only dig you deeper into that hole.
Answer:
There is no answer. Instead there is a collective silence. Mouths are wide open. Faces are frozen. Eyeballs flip from left to right as the audience tries to reprocess a lifetime of capacity planning experience and reconcile past efforts with the in escapable truth.
Question 3)
You look shocked. You appear to be in total disbelief. Tell us. What you are thinking right now?
Answer:
I am shocked. I am in disbelief. We are talking about WFM here. We are suppose to give WFM our historical data and it is suppose to tell us how to time or staff. We've been going through the motions of forecasting for years inputting our call counts and talk times and its never really occurred to us that we have not input a single past service level or wait time. We've learned more in the past two minutes about forecasting than we've know to prior to arriving here. We've learned more in the past 2 minutes than we've learned from any call centre or WFM vendor. We've learned more than we have from entire training courses intended to help us forecast and plan better. But I'm still stunned. How is it possible that the most widely accepted forecasting method can ignore our past wait times and service levels.
High Definition Planning is so effective that it essentially makes obsolete all WFM solutions that do not offer it. The word obsolete should be no surprise. The Erlang method was designed over 100-years ago for mechanical switches that looked like this museum artifact:
This ancient switch had only an odometer to record the movements of the mechanical switch arm. The odometer allowed for the manual collection of call counts only. There was no possibility of recording actual talk times, wait times or service levels. Hence the Erlang method was really built around a single statistic (call counts) plus a guess about average talk time. Erlang himself recommended that the method be scrapped as soon as detailed inter-arrival times could be known.
L3 Prime is the first and only technology firm to offer the world a modern granular capacity planning method -- 100 years ahead of all the firms who continue to sell artifact methods for forecasting and scheduling.
Beyond its revolutionary advances in forecasting technology, L3 Prime's enterprise WFM solution leads the market in virtually every facet of WFM. The solution is entirely web based. This remains the first and only multi-tenant WFM solution in the world. With the security advantages of TDE database encryption, the solution is available either hosted, on-premise, purchased, rented or software-as-a-service.
WFM experts at Canada's leading Telco's describe WFM Wisdom as the only Enterprise Class WFM solution that can be easily used and understood by users at any level of an organization.
L3 Prime has carefully crafted every facet of its WFM offering to be more highly engineered than any competing solution.
L3 Prime remains the first and only vendor to offer:
· Administrative Partitioning (so call centers can safely share their system with outsourcers).
· Proactive shift trading
· Anonymous shift trading
· Fully-Synchronized multi-skill forecast tuning
· Forecasting across planning intervals for long events and long service levels
· Undo and Redo for forecasting and scheduling operations
L3 Prime is the most innovative WFM software vendor in the world. We have achieved this status purposefully through our thirst to completely re-imagine technology – unbounded by prevailing convention and compromise.