Portugal Telecom Selects ClickSoftware for Optimized Workforce Management
09 Novembro 2009 - 11:00AM
PR Newswire (US)
Portugal's Largest Company to Rely on ClickSoftware's Technology to
Manage the Skilled Workforce That Builds and Maintains its
Impressive Telecoms Infrastructure BURLINGTON, Massachusetts,
November 9 /PRNewswire-FirstCall/ -- Portugal Telecom (PT), a
global telecommunications operator and Portugal's largest company,
has chosen a range of software solutions from ClickSoftware
Technologies Ltd. (NasdaqGS: CKSW), the leading provider of
workforce management and service optimization solutions. The
technology will help the company protect market share in its
traditional telecoms business, support its rapidly expanding
operations in broadband, IP television (IPTV) and cellular services
and achieve its ambitious targets for the rollout of fibre to the
home. Portugal Telecom is seen as one of the most innovative and
integrated companies in the Telco space. It has for example, played
a pioneering role in providing quadruple play services that combine
broadband, television and telephone with wireless. Key to
delivering these services on time and winning new business in the
future will be the effective planning, scheduling and dispatch of
the nationwide field force. As its services have expanded globally
and become more technically demanding, PT has decided to implement
ClickSchedule, ClickMobile, ClickLocate, ClickAnalyze and ClickPlan
to balance the deployment of its field resources with greater
accuracy and control across its 35 million residential and
corporate customers . "We underwent a rigorous selection process.
This included an initial presentation from prospective vendors, a
Request for Information, a Request for Proposal and then a
week-long proof of concept using real customer and field data,"
said Jason Inacio, PT's Field Force Director. "At every stage
ClickSoftware was a strong performer, particularly with the proof
of concept and the provision of multiple satisfied reference
clients in the telecommunications industry. The company has also
shown significant and impressive growth over the last nine years,
which is a clear indication that it is doing all the right things
for its customers." When a customer contacts PT requesting a
technician, ClickSchedule will provide the call centre operative
with a number of appointment options for the customer to select via
the Siebel CRM system. These appointment windows are based upon a
number of factors including the skills required of the technician,
current work commitments, customer Service Level Agreements (SLAs),
customer location and parts availability. ClickSchedule can
optimize these variables with far greater efficiency than is
possible with a manual system. This means that PT's technicians
will invariably complete customer service visits quicker and first
time, improving customer service and leveraging the workforce more
effectively. ClickSchedule communicates with workers in the field
and receives work progress updates through ClickMobile, which
operates on the technician's handheld devices. This reduces
administration and increases time spent on strategic tasks. The
mobile application will also work through a validation process for
the assignment at hand, like activating and testing the line before
a job can be closed off. This further improves the first time fix
rate and records vital information (for future use) in the system
on which equipment has been installed and where. ClickLocate will
provide dispatch staff with a real-time view of PT's technicians,
which, as part of a crisis management strategy, will allow them to
quickly reallocate staff. ClickAnalyze will provide insight into
the performance of the workforce against its strategic objectives
for expansion into the quadruple play arena. ClickPlan will help PT
match its resource capability with future demand for its services
in the medium to long term. "The ClickSoftware tools that we are
now deploying are perfect for helping us execute our ambitious
business plans in a controlled and accurate manner. The potential
for improving our customer services will help us win new clients
and maintain existing customer loyalty. If we can achieve this we
will increase our market share. In addition we expect to
significantly improve the productivity of our workforce, enabling
us to do more with less," added Jason Inacio, PT's Field Force
Director. Hannan Carmeli, President and Chief Operating Officer of
ClickSoftware commented, "We are delighted to be working with a
company like Portugal Telecom. They are setting the bar high for
timely and decisive selection and implementation processes. The
company executives clearly realized that they needed a partner that
had the proven track record and technologies in place, to match
their own strategic ambitions." About Portugal Telecom Portugal
Telecom ("PT") is a leading telecommunications provider with more
than 65 million customers in 13 countries, namely in Brazil and
Africa. In Portugal, where it retains a clear leading position, the
company provides a full range of fixed and mobile telecommunication
services, including voice, broadband and television and covers all
segments of the market: consumer, residential, SMEs, corporate and
wholesale. Its international investments, which are focused on the
mobile segment, account for more than 80% of its customer base and
circa 50% of its revenues. It is seen as the Portuguese company
which has the biggest national and international projection and has
a diversified business portfolio where quality and innovation are
decisive aspects, along side the most advanced international
companies in this sector. Portugal Telecom is listed on the
Euronext and New York Stock Exchange. Information may be accessed
on the Reuters website under the symbols PTC.LS and PT and on
Bloomberg under the symbol PTC PL. About ClickSoftware
ClickSoftware is the leading provider of workforce management and
service optimization solutions that create business value for
service operations through higher levels of productivity, customer
satisfaction and cost effectiveness. Combining educational,
implementation and support services with best practices and its
industry-leading solutions, ClickSoftware drives service decision
making across all levels of the organisation. From proactive
customer demand forecasting and capacity planning to real-time
decision making, incorporating scheduling, mobility and
location-based services, ClickSoftware helps service organizations
get the most out of their resources. With over 150 customers across
a variety of industries and geographies, and strong partnerships
with leading platform and system integration partners -
ClickSoftware is uniquely positioned to deliver superb business
performance to any organisation. The company is headquartered in
Burlington, Mass. and Israel, with offices in Europe, and Asia
Pacific. For more information about ClickSoftware, please call
+1(781)272-5903 or +1(888)438-3308, or visit
http://www.clicksoftware.com/. 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 Portugal
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, 2008 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. Contact: Joanna Giannotti ClickSoftware, Inc.
+1-781-272-5903 x2235 DATASOURCE: ClickSoftware Technologies Ltd
CONTACT: Contact: Joanna Giannotti, ClickSoftware, Inc.,
+1-781-272-5903 x2235,
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