BURLINGTON, Massachusetts,
November 21, 2011 /PRNewswire/ --
ClickSoftware Technologies Ltd. (NasdaqGS: CKSW), the leading
provider of automated workforce management and optimization
solutions for the service industry, today announced that 013
NetVision, Israel's leading
communication provider, has implemented ClickRoster Advanced
Edition to optimally manage the shifts of its contact center staff
in order to improve competitiveness.
ClickRoster is a comprehensive workforce management solution
that will automatically schedule the shifts and tasks of 013
NetVision's contact center staff. It also includes a travel module
and employee self-service which will help the company efficiently
plan staff commuting and enable employees to update shift
preferences, availability and exchange shifts with colleagues.
013 NetVision operates in an increasingly competitive sector
providing telecommunications, internet service provision and
technology to consumers and businesses. As the first point of
contact for customers, and being responsible for providing
excellent services, high performance of the contact center staff is
key to the success of the company. It is therefore critical that
the right numbers of agents, with the right skills are available to
meet customer demand. With this in mind, 013 NetVision underwent a
rigorous market analysis to find a built-for-purpose technology
solution that would manage this process, eventually selecting and
implementing ClickRoster Advanced Edition from ClickSoftware.
"ClickRoster is a complete and sophisticated workforce
management solution. Not only is it a proven, low risk option, it
has comprehensive functionality to meet all our business
requirements", said Ran Harpaz, Chief Technology Officer at 013
NetVision. "The automatic solution reduces the amount of time we
spend planning the shifts and improves efficiencies, ensuring that
staff levels, on a daily basis, closely match demand, avoiding the
cost of over-staffing and the potential drop in service levels of
under-staffing."
The completeness of the solution and its integration with the
CTI (Computer Integration Telephony) system significantly reduces
administration and provides staff with a clear view of accurate
data. Management now have complete visibility of staff attendance
and availability, providing them with better management tools to
control the center's complex operations. Contact center operatives
meanwhile, have greater shift flexibility with the ability, via
self-service, to submit shift preferences and trade shifts with
colleagues. This improves staff motivation and ensures coverage at
all times for both incoming and outgoing customer contact.
"ClickRoster helps us meet customer demand with excellent
service while keeping costs under control. This improves our
competitive advantage," continued Harpaz. "By incorporating greater
flexibility into their schedules, we are seeing a positive impact
on employee motivation and retention."
"We are delighted to be working with one of Israel's leading communications companies,"
said Hannan Carmeli, President and
COO of ClickSoftware. "Not only are we able to optimize the shifts
of the contact center staff but we are also able to optimize the
tasks that need to be performed by an individual within his/her
shift. This combination of shift planning and task-based scheduling
strikes at the very heart of efficient contact center
operations."
About 013 NetVision
013 NetVision is Israel's
oldest-established Internet Service Provider with the richest
experience and "know-how" in the country. The company provides a
wide area of advanced communication solutions and value-added
services, among which Internet and international calls, for
organisations, businesses, and private users. 013 NetVision also
offers a range of advanced information security services, hosting
services, anti-virus services, website filtering, and an array of
the most advanced telephony products and services using
cutting-edge technological solutions of the highest quality. For
more information, please visit our web site,
http://www.013netvision.co.il
About ClickSoftware
ClickSoftware is the leading provider of automated workforce
management and optimization solutions for every size of service
business. Our portfolio of solutions, available on demand and on
premises, create business value through higher levels of
productivity, customer satisfaction and operational efficiency. Our
patented concept of 'continuous planning and scheduling'
incorporates customer demand forecasting, long and short term
capacity planning, shift planning, real-time scheduling, mobility
and location-based services, as well as on-going communication with
the consumer on the expected arrival time of the service
resource.
As the pioneers of the 'W6' concept more than 30 years ago, we
have perfected solutions for solving a wide variety of problems on
Who does What, for Whom, with What, Where and When. The combination
of proven technology with educational services helps businesses
find the right balance between reducing costs, increasing customer
satisfaction, employee preferences and industry
regulations/legislation. ClickSoftware's solutions manage over
hundreds of thousands of resources in service businesses across a
variety of industries and geographies. Our flexible deployment
approach, breadth and depth of solutions and strong partnerships
with leading CRM/ERP vendors and system integrators makes us
the number one choice to deliver superb business performance to any
organization. The company is headquartered in the United States and Israel, with offices across Europe, and Asia
Pacific. For more information, please visit
http://www.clicksoftware.com. Follow us on Twitter.
Safe Harbor Statement
This press release contains express or implied forward-looking
statements within the meaning of the Private Securities Litigation
Reform Act of 1995 and other U.S. Federal Securities Laws. These
forward-looking statements include, but are not limited to, those
statements regarding the expected benefits to ClickSoftware's
customers from using ClickRoster. Such "forward-looking statements"
involve known and unknown risks, uncertainties and other factors
that may cause actual results or performance to differ materially
from those projected, including those discussed in the "Risk
Factors" section and elsewhere in ClickSoftware's annual report on
Form 20-F for the year ended December 31,
2010 and in subsequent filings with the Securities and
Exchange Commission. Except as otherwise required by law,
ClickSoftware is under no obligation to (and expressly disclaims
any such obligation to) update or alter its forward-looking
statements whether as a result of new information, future events or
otherwise.
Media Contact
Chris Quinn
Marketing in a Box
Chris.quinn@marketing-inabox.com
+44(0)796-101-7007
http://www.marketing-inabox.com
SOURCE ClickSoftware Technologies Ltd