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Mobility Brings Real-Time Customer Benefits to Italian Telco; Alpitel chooses ClickSoftware to improve customer service and operational efficiency through mobility and optimised scheduling solutions(M2 PressWIRE Via Acquire Media NewsEdge) London, UK - ClickSoftware Technologies Ltd.(NasdaqGS: CKSW), the leading provider of automated mobile workforce management and optimisation solutions for the service industry, today announced Alpitel S.p.A, a leading Italian Telco service provider, has chosen mobility and scheduling solutions from ClickSoftware to create a more responsive and productive workforce. With engineers based throughout the country, Alpitel will be able to better manage how they are deployed and information is shared with customers to further enhance the customer experience. As part of ClickSoftware implementation, Alpitel will now provide customers with real-time information about estimated arrival time, and the progress of technicians on site. If an engineer is running late, or a job is taking longer than anticipated, the system automatically sends out alerts to both dispatchers and customers. By automating the scheduling processes for service technicians, Alpitel will dispatch engineers with the correct skills and equipment to complete the job on the first visit. With ClickSoftware-equipped mobile devices, engineers will now be able to complete timesheets in the field, providing more accurate and immediate feedback to CRM and HR systems, and enabling engineers to spend more time on the job, and less dealing with administrative tasks. Mobile devices will also arm field employees with real-time access to back-office systems and important customer information, as well as the ability to communicate with each other in the field. "It is essential that our customers are comfortable and confident in our ability to deliver service when promised," said Sergio Verzello, Director of Production and Development of Alpitel. "Having total visibility of our resources, and the ability to share that information with customers, means it is far easier to meet customer demand and enable engineers to collaborate on projects in the field. Alpitel's goal is to deliver exceptional service and customer experience, and we look forward to collaborating with ClickSoftware and NessPRO Italy to meet these high standards." "With strict service level agreements (SLAs) in place, telecom operators rely heavily on the ability to complete tasks on time, or risk substantial fines and damage to their reputation," said Dr. Moshe BenBassat, Founder and CEO of ClickSoftware. "With ClickSoftware, Alpitel will be able to best deploy the right engineers at the right times to further drive customer satisfaction and operational efficiencies. Telecom organisations across the globe are turning to ClickSoftware based on proven technology that impacts business value." The ClickSoftware solution will be implemented by NessPro Italy. "Based on our deep knowledge of Alpitel processes and familiarity with the specific needs of the Telco industry, we are able to deliver a smooth and cost effective project," said Pasquale Favale, CEO of NessPro Italy. About ClickSoftware ClickSoftware (NasdaqGS: CKSW) is the leading provider of automated mobile workforce management and service optimisation solutions for the enterprise, both for mobile and in-house resources. As pioneers of the "Service chain optimisation" concept, our solutions provide organisations with end-to-end visibility and control of the entire service management chain by optimising forecasting, planning, shift and task scheduling, mobility and real-time management of resource and customer communication. Available via the cloud or on-premise, our products incorporate best business practices and advanced decision-making algorithms to manage service operations more efficiently, in a scalable, integrated manner. Our solutions have become the backbone for many leading organisations worldwide by addressing the fundamental question of job fulfillment: Who does What, for Whom, With what, Where and When. ClickSoftware is the premier choice for delivering superb business performance to service sector organisations of all sizes. The company is headquartered in the United States and Israel, with offices across Europe, and Asia Pacific. For more information, please visit www.clicksoftware.com. Follow us on Twitter. About Alpitel With more than 50 years of experience, ALPITEL S.p.A. operates in the telecommunications industry and is a leader in development and implementation of networks and telecommunication systems, deploying its specific know-how in design, development and implementation of networks and systems with different, flexible and open technologies integrating voice, data and video services. Today ALPITEL is a reliable partner for implementing and managing high-value networks, while in the telephony industry it develops transport and access networks with copper technologies, optic fibers, wireless and VoIP. Alpitel, in its fifty years experience in the telco industry, achieved knowledge and relationships with the most important manufacturers at worldwide level. In this area Alpitel drew up well-established partnerships to fully answer the market requests. In IT and automation systems for Public Administration, ALPITEL offers the prefect solutions to satisfy the changing needs of different realities. ALPITEL is a "System-Integrator", offering solutions that integrate hardware, software, telecommunications, training, design and different services; these solutions optimise the investment and offer high added value and quality to the technology. ALPITEL, on top of providing systems, is able to manage developments and maintenance through its support network displaced on the Country. About NessPRO Italy NessPRO Italy S.P.A. operates in the IT infrastructures industry. It distributes software technologies developed by independent manufacturers in the Italian market of large and medium-sized companies. NessPRO carefully selects the solutions it distributes, focusing on leaders, according to analysts and the market. Leveraging on the support methodologies - the result of over 30 years experience and the expertise - NessPro implements solutions based on available technologies customised on clients needs and objectives. . (c) 2014 M2 COMMUNICATIONS |