Current Events

11 April 2008
Open Wave will be exhibiting at the following events in coming months:

Call Centre Expo 2008
16th September - 17th September
Birmingham, UK
http://www.callcentre-expo.co.uk

Call Centre Planning 2008
28th April - 29th April
Manchester, UK
http://www.planningforum.co.uk/conference

Current News

13 December 2007
Merseyside Police selects Open Wave Workforce Management Solution.

London – December 2007 – The Merseyside Police Force, in partnership with the Merseyside Police Authority implements Open Wave Workforce Management Solutions..

Click Here to read more.

8 November 2007
TELEKOM MALAYSIA ADOPTS OPEN WAVE WORKFORCE MANAGEMENT SOLUTION

Telecommunications giant Telekom Malaysia has announced that it has completed a project to roll-out Open Wave's leading edge Workforce Management Solution ShiftTrack to across its operations .

Click Here to read more.

24 September 2007
UNISYS EXPANDS OPEN WAVE TO SHANGHAI, CHINA.

Technology services provider Unisys has recently expanded its use of the Open Wave Workforce Management Solution ShiftTrack to incorporate its Asia-Pacific operations based in Shanghai, China.

Click Here to read more.

20 September 2007
Hastings Direct, a leading personal insurance intermediary, and Equity Insurance Group, one of the UK's premier motor underwriters, will implement Open Wave WFM software for its UK contact centre operations.

London – Open Wave, a world leading contact centre Workforce Management Solutions Company, has announced that it has been selected to deploy its workforce management solution into Hastings Direct and Equity Insurance Groups (“Hastings Direct”) across its UK contact centres.

Click Here to read more.

15 August 2007
The Orbit Group will implement Open Wave WFM software in their 24 x 7 Customer Service Centre.

London – Open Wave, a contact centre Workforce Management Solutions Company, has announced that it has been selected to deploy its workforce management software into Orbit Group. The Orbit Customer Service Centre offers 4 main services Repairs, Housing Service, Switchboard and Community Alarm monitoring. Based in Coventry , the Centre was established to allow residents to interact with Orbit easily and speak to someone who could help at first point of contact. The Customer Service Centre aims to deal with 80% of calls at first point of contact.

Click Here to read more.

20 July 2007
MBF Completes expansion of Open Wave Workforce Management Solution.
Health insurer MBF completed a major expansion of its Open Wave Workforce Management Solution ShiftTrack early in 2007.

MBF Workforce Planning Manager Andrew Gregory explained the expansion coincided with a project to virtualise the company's three contact centres in Adelaide , Brisbane and Sydney . "The gains in overflowing calls between the centres needs to be matched by establishing a consistent workforce planning strategy. The use of ShiftTrack across the organization enables this potential to be realized with accurate staffing levels and management visibility through appropriate reporting," Gregory said.

MBF has been an Open Wave client since 2003, and uses the full suite of Open Wave products on a Cisco IP telephony base.

Open Wave's Australian Operations Manager Tom Haslam reports the expansion by MBF is typical of many of Open Wave's larger clients. “We are experiencing very strong growth in both existing clients and new clients who are taking advantage of the efficiencies presented by contact centre virtualization and IP telephony generally.”

Further information on MBF is available at www.mbf.com.au.

Further information on Open Wave is available at www.open-wave.com.

05 June 2007
Open Wave Release ShiftTrack 5.4.2
June 2007 sees the release of our 2nd Service Pack for ShiftTrack Version 5.4. To view the full Release Notes, visit the Technical Papers section of our
Client Area , or contact Open Wave at info@open-wave.com .

02 May 2007
Open Wave wins BA Platinum Award 2007
Business Today, a London business news publication, has awarded Open Wave  the BA Platinum Award for IT Management Solutions 2007.

Business Today said “Open Wave, a forward thinking company, displays a continual commitment to recognise best practice, innovative business processes and overall high quality customer service”.

The BA Award is an independent Award programme, recognising business excellence across a wide range of disciplines throughout the United Kingdom.

Click Here to read more.

31 March 2007
The Hampshire Constabulary will implement Open Wave WFM software
Open Wave, a world leading contact centre Workforce Management Solutions Company, has announced that it has been selected to deploy its WFM software into The Hampshire Constabulary. The Hampshire Constabulary Call Management Department is the first point of contact for all initial telephone enquiries for the public, whether it is by use of the 999 system, 101 services or use of the single 0845 number. It also deals with the crime reporting function for police officers and the deployment of police resources via the airwave radio system. The area covered is the Counties of Hampshire and the Isle of Wight. Click Here to read more

27 March 2007
GoResponse Ltd selects Open Wave Workforce Management Solution
LONDON, United Kingdom – Go Response Ltd “GoResponse”, a leading telephony services supplier, has selected Open Wave to help optimise its workforce to deliver customer service excellence.
GoResponse will use the Open Wave WFM solution at its state of the art 24 x 7 call centre based in Kent to schedule shift patterns and forecast volumes for customer calls and workload. This will help ensure that the agents with the appropriate skill-set can answer calls within service levels as well as enabling it to achieve tangible efficiency gains. Click Here to read more

30 December 2006
Open Wave Shortlisted for UK Trade & Investment International Business Awards 2006 In 2006 Open Wave was shortlisted for the UK Trade & Investment International Business Awards Operated by the UK Government's International Investment Services arm, the awards showcased leading Australian companies investing and operating in the UK market. The categories for judging entrants include Product Innovation and Leadership, New Investor, Knowledge Expansion and Future Care and Leadership, and the awards are judged by leading University, ICT Industry, Finance Industry and UK Government Officials.  Open Wave was shortlisted with companies such as Qantas, Freshtel Holdings, ThinkSmart, RM Williams and Macquarie Group.  More information on Open Wave is available at www.open-wave.com More information on the UK Trade & Investment Investment Services is available at www.ukinvest.gov.uk

4 December 2006
Open Wave release Version 5.4 of ShiftTrack Suite
Open Wave today announced the release of Version 5.4 of its popular ShiftTrack suite of products delivering new tools in Roster Generation via Simulation, improved forecasting options, new configuration tools utilising the .NET framework and a complete re-design of ShiftTrack Realtime. 

Complete details on the new features and functions are available on the Client Area of Open Wave's website (click here to access or use the links above) .   Existing clients will need their username and password to access this information, which is included in the Technical Papers section of the Client Area.

Nicholas Wagner, Technical Director for Open Wave Australia said "the release is the first of our .NET enabled products, providing new tools and flexibility in configuration for existing business users and IT departments".  Nick continues to emphasise that ".NET has provided an opportunity for Open Wave to streamline functionality and re-design some existing features to ensure our software remains easy to use and delivers key business functionality quickly, easily and most importantly with accuracy".

Open Wave is a leading supplier of workforce management software in Australia and has offices in Melbourne and London. Open Wave is Australian owned and has achieved strong client growth and loyalty through an emphasis on innovative software, effective deployment and local support.

For further information contact:

Tom Haslam, Operations Manager.

+61 3 9418 6200 or click here to request more information

21 November 2006
Open Wave UK user forum sees new features in latest version
Open Wave's UK/Ireland user forum was held in London in November 2006

Ashley Clayton, Business Manager, presented new features in ShiftTrack v5.4, thanking customers for working with Open Wave in continuing product improvement.  "Many clients saw enhancements that came from their direct input” he explained.  The day included a guest speaker, Matt Snare, on staff incentives, Open Wave's CTO, Nicholas Wagner, on forecasting techniques and discussions on WFM best practice topics.  “A very useful day. Good to see Open Wave responding to clients requirements” added Dean Cutler, Head of Operations at Home Serve.

30 October 2006
Australian User Forums Report
Open Wave's  Australian User Forums were held in  Sydney, Brisbane, Melbourne and Perth throughout Octo ber 2006 .

Adam Bright ,  National Customer Services  Manager, presented new features in ShiftTrack  Version 5.4,  including key product improvements such a Roster Generation via Simulation, improved forecasting options, new configuration tools utilising the .NET framework and a complete re-design of ShiftTrack Realtime .   Adam commented that " It was terrific to hear the feedback first hand from clients and to watch the interaction and learning from experienced users ”. 

The day included guest speakers ,  Janelle Perrin of independent consulting company Info@ , on  workforce planning ,  and Paul van Veenendaal of Australian Customer Benchmarking Services, on contact centre metrics.  The day concluded with workshops at which Open Wave users debated  forecasting techniques and  engaged in discussions on WFM best practice topics.

9 November 2005
Open Wave Announces Release of Version 5.3 of ShiftTrack Suite
Open Wave today announced the release of version 5.3 of its popular ShiftTrack suite of products delivering new tools in adherence reporting, leave planning and flexible base cycles.

7 August 2005
NCC Case Study
"We forecast once a week," says Tony Curliss, Newport City Council access centre
manager, "After that employees can input their preferences and see their schedules automatically. It works so well that there is rarely the need to even adjust lunch-breaks. Open Wave is essential to planning and agent satisfaction. Very shortly we will be offering the agents the ability to access this functionality from home via the web."

11 July 2005
Direct Travel signs up Open Wave
Direct Travel will use Open Wave to proactively manage its agents in its new contact centre near Brighton Airport due to open in January 2006. Direct Travel will work with Sabio consultants to implement and integrate the Open Wave WFM solution with existing internal processes including HR, with a primary focus on agent optimisation through strategic forecasting, scheduling and shift pattern management. By using Open Wave, Direct Travel will be able to accurately predict how many agents are required at any time to fulfill varying seasonal customer demand.

27 June 2005
NHS Direct Wales implements Open Wave WFM Software Solution
NHS Direct has chosen the Open Wave workforce management (WFM) system for up to 500 advisors and nurses across three contact centres in Cardiff, Gwent and Swansea. The solution will manage the organisation's complex shift patterns to ensure a well manned 24 hour service for citizen health advice.

March 17 2005
Alinta Cooks with Open Wave
Alinta has come along way in a short time. Starting life as Western Australia's state-owned gas utility, it is now a leading energy company - managing, operating or owning $7.5 billion of assets across Australia and New Zealand.

1 March 2005
Open Wave Leads Benchmark Survey
57% of respondents to WFM Benchmark Survey identify Open Wave from Sabio as their ideal next WFM solution, listing confidence in output, functionality and reliability as key factors driving their need to change.

14 January 2005
Open Wave announces V5.2 the Latest Release of the ShiftTrack Workforce Management Software
Open Wave are pleased to announce a major release of the ShiftTrack Workforce Management Software. Version 5.2 builds upon the established software and elevates it to new levels.

08 November 2004
TabCorp Case Study
'Open Wave were more than willing to adapt their software to suit our particular needs.' John Dunstan Call Centre Manager TabCorp Victoria. TabCorp OverView.

21 October 2004
Mitchells & Butlers selects Open Wave Workforce Management solution
Mitchells & Butlers will use Open Wave to reduce its call abandon rates of 8 to 12 per cent and generate additional revenue through accurate agent scheduling and forecasting. The company anticipates showing a ROI in just six months.

27 September 2004
Open Wave Supports World Vision's "10,000 Appeal"
"The software is even more valuable during times of high or fluctuating call volumes during our sponsorship and advertising drives. Open Wave's support of our "10,000 Appeal" strengthens the feeling of a partnership between our organisations." - Christopher Visick, Workforce Planning Manager of World Vision.