BURLINGTON, Massachusetts, March 7, 2012 /PRNewswire/ --
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.