Portugal Telecom Successfully Deploys ClickSoftware's Mobility and Workforce Management Solutions to Over 4000 Technicians

BURLINGTON, Massachusetts, June 21, 2011 /PRNewswire/ --

ClickSoftware Technologies Ltd. (NasdaqGS: CKSW), the leading provider of automated workforce management and optimization solutions, today announced that Portugal Telecom, a global telecommunications operator with almost 90 million customers worldwide, has successfully rolled out its enterprise mobility and field service management solutions to thousands of field technicians.  It is thought to be one of the most ambitious field service management and mobility projects in Europe, enabling the organization to differentiate its services in the highly competitive de-regulated telecoms sector in Portugal.

Portugal Telecom is the major telecoms provider in Portugal with a comprehensive and convergent portfolio of telecoms, pay-TV and IT services to all its customer segments. In April 2008 PT launched the multiscreen pay-TV service, over ADSL, fibre and satellite, aiming at strengthening its service offering and improving customer service levels. At the end of 2011, PT already commands a 31% market share in pay-TV, being able to increase its market share almost 1pp per month, having reached 876 thousand customers. This vision hinges upon the high performance of the field technicians that liaise with customers and deliver the technical services to homes and businesses. With this in mind Portugal Telecom identified ClickSoftware's workforce management platform as the best means to manage field activities and achieve its business strategy.

Portugal Telecom's IT services company - PTSI, Accenture and ClickSoftware Professional Services worked together rolling out ClickSchedule, ClickMobile, ClickLocate and ClickAnalyze over five months. The solution is now managing and optimizing the activities of over 4,000 field technicians who service approximately 2.1Million customers annually.

"We are pleased to have completed the rollout," said Jason Inácio, Field Force Director at Portugal Telecom "We have embarked, with our partners, upon one of the most ambitious projects of this kind, especially with the implementation of such a rich business mobility solution."

Over two thirds of Portugal Telecom's field technicians are supplied by five subcontractors; therefore one of the major challenges was how to maintain control and a continuity of service across these different operations. The advances in enterprise mobility give Portugal Telecom a strategic competitive advantage where there's control over the way services are provided so that each customer can expect exactly the same high level of customer services.

Using predetermined workflows, ClickMobile walks technicians, stage-by-stage, through best practice customer service and installation procedures; from greeting customers to the activation of broadband services. This means maximum control and clear visibility of services.

Each day ClickSchedule automatically plans which technician attends which appointment with optimal efficiency. This information is provided to each field worker via their mobile device. ClickLocate provides an intuitive map of the current location of the entire mobile workforce and ClickAnalyze provides historical business intelligence so that executives can analyze operational performance.

In further phases of the project, Portugal Telecom will implement ClickPlan to plot longer term workforce capacity based on business strategy.

"We are of course delighted to count a pioneering organization like Portugal Telecom as a customer," said Hannan Carmeli, President and Chief Operating Officer of ClickSoftware. "Everybody worked very hard to get this system live and the end result is groundbreaking in terms of service management and in particular enterprise mobility."

About Portugal Telecom

Portugal Telecom is a global telecommunications operator with almost 90 million clients worldwide. In Portugal, where it holds a leading position in the markets in which operates, PT provides a wide portfolio of telecoms, multimedia and IT and fixed and mobile services, including broadband access, voice and television, acting in all segments of the telecommunications sector: personal, residential, enterprise solutions and wholesale. Portugal Telecom assumes itself as the leading Portuguese telecoms operator with a wide and solid international presence, particularly in Brazil and Africa. PT has a diversified business portfolio in which quality and innovation are key aspects, aiming at positioning PT as a leading edge operator in the international arena.

Portugal Telecom is listed on the Euronext and New York Stock Exchange, through a full listing of its ADR program, and is present in the reference Portuguese index and in the benchmark sustainability indexes, DJ Sustainability and FTSE4GOOD.Information about the company is available in Reuters via the code PTC.LS and PT and in Bloomberg via the code PTC PL.

About ClickSoftware

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 20 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 over 250,000 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

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 products. 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.

    ClickSoftware Company Contact       ClickSoftware Media Contact
    Melissa Banaszak                    Dan Carlson
    ClickSoftware                       Corporate Ink
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SOURCE ClickSoftware Technologies Ltd