List of Netcall Workforce Optimisation Customers
Bedford, MK41 7PH,
United Kingdom
Since 2010, our global team of researchers has been studying Netcall Workforce Optimisation customers around the world, aggregating massive amounts of data points that form the basis of our forecast assumptions and perhaps the rise and fall of certain vendors and their products on a quarterly basis.
Each quarter our research team identifies companies that have purchased Netcall Workforce Optimisation for Workforce Management from public (Press Releases, Customer References, Testimonials, Case Studies and Success Stories) and proprietary sources, including the customer size, industry, location, implementation status, partner involvement, LOB Key Stakeholders and related IT decision-makers contact details.
Companies using Netcall Workforce Optimisation for Workforce Management include: Virgin Media O2 UK, a United Kingdom based Communications organisation with 16000 employees and revenues of $10.68 billion, Premier Farnell, An Avnet Company, a United Kingdom based Retail organisation with 4500 employees and revenues of $1.36 billion, Bank of Queensland, a Australia based Banking and Financial Services organisation with 3567 employees and revenues of $1.05 billion and many others.
Contact us if you need a completed and verified list of companies using Netcall Workforce Optimisation, including the breakdown by industry (21 Verticals), Geography (Region, Country, State, City), Company Size (Revenue, Employees, Asset) and related IT Decision Makers, Key Stakeholders, business and technology executives responsible for the software purchases.
The Netcall Workforce Optimisation customer wins are being incorporated in our Enterprise Applications Buyer Insight and Technographics Customer Database which has over 100 data fields that detail company usage of software systems and their digital transformation initiatives. Apps Run The World wants to become your No. 1 technographic data source!
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| Logo | Customer | Industry | Empl. | Revenue | Country | Vendor | Application | Category | When | SI | Insight |
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Bank of Queensland | Banking and Financial Services | 3567 | $1.1B | Australia | Netcall | Netcall Workforce Optimisation | Workforce Management | 2021 | n/a |
In 2021, Bank of Queensland implemented Netcall Workforce Optimisation as its Workforce Management solution. The initiative targeted workforce planning and talent acquisition workflows to centralize scheduling, forecasting and roster control across servicing and support teams.
The Netcall Workforce Optimisation deployment was configured around core Workforce Management capabilities, including demand forecasting, automated shift scheduling, real-time adherence monitoring, time and attendance capture, and workforce analytics. Configuration emphasized automated rostering and shift bidding alongside skills-based scheduling to align staffing models with predicted demand and recruitment pipelines.
Operational governance was anchored in Talent Acquisition and HR leadership, with a Senior Manager - Talent Acquisition and Workforce Optimisation role established in February 2022 to lead adoption and process change. The Bank of Queensland Netcall Workforce Optimisation Workforce Management implementation supported operational planning, recruitment alignment, and day-to-day roster controls across HR and staffing teams.
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Premier Farnell, An Avnet Company | Retail | 4500 | $1.4B | United Kingdom | Netcall | Netcall Workforce Optimisation | Workforce Management | 2009 | n/a |
In 2009, Premier Farnell, An Avnet Company deployed Netcall Workforce Optimisation to centralize contact centre staffing, forecasting and intraday scheduling. Netcall Workforce Optimisation was implemented as a Workforce Management application to align agent capacity with customer demand across the company contact centre operations.
The deployment implemented core Workforce Management capabilities aligned with the supplied Q-Max Workforce Management specification, including long range forecasting, 15 minute interval agent requirement calculations, intraday rescheduling and shift scheduling. The implementation included self service agent desktop functionality and an integrated e mail client to notify agents of schedules and shift changes, a graphical holiday planner with automatic assignment and Dual Rota support to manage week on week rotas. A Service Optimiser capability was configured to recommend on the fly rescheduling strategies to handle unpredicted demand peaks or staff absences.
Integrations were provisioned to capture ACD and MIS data feeds for accurate forecast inputs, reflecting the Q Max capability to integrate with over 40 different ACD switches and MIS systems for data collection. The solution produced real time colour graphical reporting, shift pictograms and web enabled reports for publication to internal portals, supporting managers and agents with visibility into schedules, absences and forecasted service levels. Operational coverage focused on contact centre agent scheduling, absence and leave tracking, and management reporting for contact centre operations and workforce planners.
Governance controls included agent level self service for holiday requests, manager approval workflows and flexible user intervention in forecasting to handle exceptional events. The implementation model mirrors the Q Max WFM documentation which cites improved customer satisfaction and employee productivity as outcomes of this workforce optimisation approach.
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Virgin Media O2 UK | Communications | 16000 | $10.7B | United Kingdom | Netcall | Netcall Workforce Optimisation | Workforce Management | 2013 | n/a |
In 2013 Virgin Media O2 UK implemented Netcall Workforce Optimisation to centralize contact center staffing, scheduling and intraday decision making. Netcall Workforce Optimisation serves as the Workforce Management application supporting resource planning, forecasting and schedule adherence across operational teams.
The deployment emphasized core Workforce Management capabilities, including demand forecasting, profile based shift scheduling, intraday rescheduling, activity and training rostering, and adherence monitoring. Configuration included rule sets for staffing profiles by time of day, day of week and day of month, and automated handling of planned activities such as coaching, one to ones, team briefs and annual leave to preserve required coverage levels.
Operational instrumentation consumed real time contact center performance signals including volume, handling time and adherence to inform intraday adjustments and supervisory decisions. The implementation covered workforce and scheduling functions used by supervisors, resource planners and operational management, and supported production of reports and ad hoc analysis for project work and staffing variance investigations.
Governance centered on maintaining an events log capturing reasons for variance to forecast, codifying scheduling assumptions and communicating staffing plans to operational managers via regular meetings and advisor forums. Process controls were put in place for scheduling approvals, intraday escalation and report distribution to ensure alignment between resource plans and frontline operations.
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