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Telekom Austria Enhances Customer Service With ClickSchedule Upgrade
[February 23, 2005]

Telekom Austria Enhances Customer Service With ClickSchedule Upgrade

Telekom Austria Enhances Customer Service With ClickSchedule Upgrade

ClickSoftware Solution Improves Last Mile Performance of More Than 1,000 Technicians at Austria's Largest Telecommunications Company

BURLINGTON, Massachusetts -- ClickSoftware Technologies, Ltd. (NasdaqSC: CKSW), the leading provider of workforce and service optimization solutions, recently announced the deployment of an upgrade of its ClickSchedule solution at Telekom Austria, Austria's largest telecommunications provider.

The solution, which was initially rolled out to 900 field service technicians nationwide and has since been rolled out to several hundred more, fully integrates with Amdocs-Clarify, Telekom Austria's current customer relationship management (CRM) system, and has greatly enhanced the company's customer service capabilities. When a Telekom Austria customer calls for service, the ClickSchedule software intelligently determines how to best accommodate that customer's preferred appointment time, considering such constraints as the type of service required, the necessary skill set of the technician and the location of the customer, as well as various other criteria. By scheduling in this way, Telekom Austria can respond quickly and more effectively to its customers, and customers benefit from faster turnaround times, tighter appointment booking windows and service from the most qualified technician for the job.

"ClickSoftware's service optimization solution is truly the best on the market," said Wolfgang Zwicknagl, director of CRM systems at Telekom Austria. "Its capabilities far exceed those of the other companies we evaluated, and we are already beginning to see a positive impact on productivity. We anticipate seeing even greater improvements as we continue to fine-tune our scheduling criteria."

To reap even greater value from the ClickSchedule implementation, Telekom Austria has integrated the application with its own mobile solution, developed by the company using Microsoft .NET technology. This mobile solution has worked very well for the company to date and is even more powerful in conjunction with ClickSchedule.

"We are delighted that ClickSchedule is working so well for Telekom Austria, particularly in conjunction with their own mobile application," said Dr. Moshe BenBassat, founder and CEO of ClickSoftware. "ClickSoftware's ServiceOptimization Suite was designed to specifically address the kinds of customer service challenges faced by Telekom Austria," he continued. "Through our years of experience with many of the world's largest telecommunication companies, we have gained a deep understanding of customer needs, which our developers have then translated into highly relevant software solutions. We look forward to continued opportunities to work with Telekom Austria in the future."

About ClickSoftware
ClickSoftware is the leading provider of workforce and service optimization solutions that maximize workforce productivity and customer satisfaction while minimizing operations costs. ClickSoftware's ServiceOptimization Suite provides an integrated, intelligent solution for automatic, efficient and effective decisions over the entire service decision-making chain. It includes reliable customer demand and workload forecasting, strategic and tactical capacity planning, daily service scheduling, troubleshooting and repair support, wireless workforce management and business analytics, connecting all organizational levels and functions. The company is located in Burlington, Mass. and Israel, with offices in North America, Europe, and Asia Pacific.

For more information about ClickSoftware, please call +1-781-272-5903 or 888-438-3308, or visit

About Telekom Austria
With total managed revenues of EUR 3.9 billion and 14,000 employees in 2003, Telekom Austria is the largest telecommunications company in Austria, and is one of Austria's leading corporations. Telekom Austria AG has been listed on both the Vienna and New York stock exchanges since November 2000.

For more information about Telekom Austria, please visit

Laura Wells
[email protected]

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