Wednesday December 12, 8:36 am Eastern Time

ESI Releases a Comprehensive Workforce Optimization Software for Contact Center and Field Service Departments

HERZLIYA, Israel, Dec. 12 /PRNewswire/ -- ESI -- Expert Solutions International (www.esi-knowledge.com ) today announced the release of an enhanced version of its OptiWise workforce management and optimization software. The new version supports both contact centers and field service departments.

"A comprehensive service workforce planning and management, in both contact center and field service departments, is the key to adequate customer service and improved efficiency and productivity of the entire service delivery chain," said Zion Harel, ESI's Scheduling Division Manager.

The enhanced version of OptiWise forecasts workloads in both contact center and field service departments, and automatically plans and schedules the right staff needed per shift. The product uses historical data to produce a list of optimal shifts, based on criteria such as employee skills, company structure, customer types and maximum number of shifts.

The optimal scheduling algorithm analyses employees' product knowledge and allows maximum problem solving at the contact center level, dramatically reducing service time and saving service costs. The system compares schedules and prevents lack of specific skills in the contact center.

The enhanced version of OptiWise analyses the effect of contact center load and scheduling changes on field service operations -- and vice versa. The software synchronizes information across contact center and field service departments, and facilitates interoperability between them.

The system monitors contact center and field service operations in real time, comparing actual versus planned performance, creating same-day optimization and responding to ongoing changes. The product intelligently monitors the costs related to the desired service level category, enabling the highest category's service level at the lowest cost, increasing customer satisfaction and maintaining customer loyalty.

The core module of OptiWise has already been implemented in various industries, such as cellular and long distance service providers, TV cable network, airlines, utilities, financial institutes, outsourcing companies and others. OptiWise includes improvements based on the experience gained from these successful projects.

About ESI
ESI -- Expert Solutions International is a provider of knowledge-based solutions and workforce management products. The company's products increase knowledge assets utilization, improve decision-making processes, and optimize service levels. ESI is part of the Formula Group (Nasdaq: FORTY - news), the largest IT group in Israel with more than 4,000 employees, active in 50 countries.

CONTACT:
David Kanaan of Kanaan Public Relations, +972-3-6120606, or david@kanaan.co.il, for Expert Solutions International