013 NetVision Improves Contact Center Operations with ClickSoftware

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.

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SOURCE ClickSoftware Technologies Ltd

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