ClickSoftware (News - Alert) Technologies, a provider of automated workforce management and optimization solutions for the service industry has revealed that 013 NetVision, a communications provider in Israel has implemented the ClickRoster Advanced Edition to improve overall call center operations.

013 NetVision selected ClickRoster’s workforce management solution to optimally manage the shifts of its call center employees due to the fact the company can automatically schedule the shifts and tasks of 013 NetVision’s contact center staff. The software also features a travel module and employee self-service functions that helps the company efficiently plan staff commuting and enable employees to update shift preferences, availability and exchange shifts with colleagues.  

“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, in a statement.

“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,” Harpaz added.

The workforce management solution powered by ClickRoster helps 013 NetVision through assisting their call center managers in delivering the right number of agents with the right skills to meet customer demand.

The completeness of the solution and its integration with the Computer Integration Telephony (CTI (News - Alert)) system significantly reduces administration and provides staff with a clear view of accurate data. As 013 NetVision dramatically increases visibility of staff attendance and availability, the solution can provide the company with key management tools needed to streamline call center operations.

“We are delighted to be working with one of Israel’s leading communications companies,” said Hannan Carmeli, president and COO of ClickSoftware, in a statement. “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.”

The combination of shift planning and task-based scheduling strikes at the very heart of efficient call center operations, Carmeli concluded.