Mobile Workforce and Service Optimization Software to Deliver Industry Leading Service Levels for Integra Telecom
BURLINGTON, Massachusetts, March 7, 2012 /PRNewswire via COMTEX/ --
ClickSoftware Technologies Ltd. (NasdaqGS: CKSW), the leading provider of automated mobile workforce management and optimization solutions for the service industry, today announced that Integra Telecom Inc., a provider of fiber-based, business-grade networking, communications and cloud solutions, has selected ClickSoftware's Service Optimization solution to simplify and improve the deployment of nearly 200 field technicians. Integra Telecom, which has doubled in size twice in the past decade through acquisition, will use ClickSoftware's enterprise solution as a platform to scale operations and gain competitive advantage through the provision of improved customer services, better schedule quality, increased workforce productivity and higher field resource utilization.
Integra operates in a highly competitive sector and differentiates its services with an industry leading Service Level Agreement (SLA) that guarantees 99.99% network availability. By optimally coordinating the field technicians responsible for the installation, repair and maintenance work vital to network reliability, ClickSoftware will enable Integra to underpin this promise. Other benefits that will enable Integra to seamlessly manage its entire service chain include: enterprise mobility (deployed on the company's existing mobile devices), optimized resource scheduling, proactive and automated customer notifications, business intelligence, and street level routing and location technology.
"We face multiple challenges when trying to coordinate resources in the field," said Dan Wigger, Vice President, Operations at Integra Telecom. "Delivering our services is a highly complex operation which requires coordinating many resources. ClickSoftware will enable Integra to manage challenges encountered from our rapid growth and recent acquisitions by allowing us to view and align field services to reduce operational costs and ultimately improve our competitive advantage."
ClickSoftware is providing a fully integrated suite of solutions that simplifies and automates complex business processes in the field. These solutions allow greater ease of managing customer service requests that require the coordination of multiple entities that include field technicians and provisioning resources, customer employees, and third party vendors which are often all located at separate locations. ClickSoftware's centralized solution will automate Integra's scheduling and business processes while synchronizing the right people, at the right time, with the right skills to get the job done upon the first request. This will ensure that service levels are met and problems are quickly, reliably, and more cost effectively solved.
"With ClickSoftware Solutions, Integra will optimize a common workflow to ensure that technicians use exactly the same best-practice procedures - no matter where they are located within our 11 state footprint," added Wigger. "Further, ClickSoftware's mobile application runs on any device, allowing Integra to leverage its existing smart devices."
Business intelligence will enable executives to easily report on the key performance metrics to measure the success of the business and plan for areas for improvement.
"The business-to-business telecoms sector is exceptionally competitive," said Dr. Moshe BenBassat, Chairman and CEO of ClickSoftware. "Enterprise mobility and optimized workforce management will provide Integra Telecom with a competitive edge by ensuring that its field workforce is mobilized and aligned towards customer service level agreements and its own growth strategy."
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 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 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 expected benefits to Integra Telecom and its customers from using ClickSoftware's solutions. 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.
About Integra Telecom
Integra Telecom Inc. connects businesses by providing enterprise-grade networking, communications and cloud solutions to business and carrier customers in 11 Western states, including: Arizona, California, Colorado, Idaho, Minnesota, Montana, Nevada, North Dakota, Oregon, Utah and Washington. The company owns and operates a nationally acclaimed, best-in-class fiber-optic network consisting of a 5,000- mile high-speed long-haul fiber network and a 3,000-mile metropolitan access network including more than 1,900 fiber-fed buildings. The company has earned some of the highest customer loyalty and customer satisfaction ratings in the telecommunications industry. Integra Telecom is a registered trademark of Integra Telecom Inc. For more information, visit http://www.integratelecom.com.
ClickSoftware Company Contact
+1(781)-272-5903 Ext: 2364
Integra Telecom, Inc.
SOURCE ClickSoftware Technologies Ltd
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