BURLINGTON, Massachusetts, February 11, 2014 /PRNewswire/ --
Just as an old English butler would anticipate and act proactively on his employer's wishes, ClickSoftware (NasdaqGS: CKSW) automates this concept for mobile workers. Intelligent ClickButler assistants use context to make recommendations and take actions that maximize mobile business users' productivity, optimize service quality and eliminate time wasters. For this powerful innovation, ClickSoftware today announced its ClickButler technology has received the 2014 Frost & Sullivan New Product Leadership Award for Mobile Workforce Management Excellence in North America.
According to the research, Frost and Sullivan notes, "ClickButler enables increased worker productivity by addressing time consuming minor tasks and allowing the employee to finish more calls during the day. ClickButler also helps the tech do higher-quality work. This optimizes time to first fix and reduces the need for costly return calls. In addition to decreasing expenses, ClickButler can increase revenues by alerting the worker to upsell opportunities, or simply just by enhancing customer satisfaction."
ClickSoftware is uniquely positioned with combined leadership in field service management and enterprise mobility. The company's solutions mobilize and support success for mobile workers in any kind of environment. This award comes on the heels of Frost & Sullivan's recent recognition of ClickSoftware as a leader in the Mobile Workforce Management (MWM) market in two recently published studies:
- "Mobile Workforce Management Markets: Prepackaged Mobile Field-based Worker Applications in North America"
- "Mobile Workforce Management Solutions Market Insight: 2013 Feedback from North American Businesses"
"It's trending that traditional field service management solution providers like ClickSoftware are emerging as the players creating significant new MWM capabilities," says Frost & Sullivan Principal Analyst Jeanine Sterling. "As ClickSoftware demonstrates with ClickButler, these mobile field-based worker applications do much more than just track field workers. They optimize work processes and enrich the customer engagement opportunity. ClickButler is truly an innovative and unique service that enables a giant leap in mobile workforce management capabilities by leveraging artificial intelligence (AI) techniques."
ClickSoftware Founder and CEO Dr. Moshe BenBassat explains the value of smart personal assistants for all business roles across the service chain in this video. Built into ClickSoftware's offerings, ClickButler capabilities include:
- Making proactive decisions by understanding the business's context (e.g., customer profile and service contract, level of customer service call urgency, time of day, location of customer, and the worker's location, activity, personal availability, and qualifications), learning behavior, and anticipating users' needs
- Acting as a compliance watchdog with company and regulatory procedures
- Providing overall support to automate "social" communication with customers, peers, and managers
"ClickSoftware is honored to receive this recognition from Frost & Sullivan for our new product innovation in developing ClickButler," says Dr. BenBassat. "Ordinarily, the daily routine of a field service technician could require numerous swiping, clicking and typing actions on the worker's part using a mobile device - yet Frost & Sullivan appreciates the fact that all of these actions are nicely streamlined and performed by the ClickButler instead. ClickButler shadows the user, anticipates needs, and proactively takes actions that improve customer care, increase efficiencies, and minimize costly errors by safe-guarding and facilitating compliance."
"For years we have been embedding AI technologies to optimize decision making at the group level, determining who does what, where and when. With ClickButlers, AI goes Mobile to improve the productivity and overall performance of each individual user," says Dr. BenBassat.
About ClickSoftware ClickSoftware (NasdaqGS: CKSW) is the leading provider of automated mobile workforce management and service optimization solutions for the enterprise, both for mobile and in-house resources. As pioneers of the "service chain optimization" concept, our solutions provide organizations with end-to-end visibility and control of the entire service management chain by optimizing 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 organizations 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 organizations of all sizes. The company is headquartered in the United States and Israel, with offices across Europe, Latin America and Asia Pacific. For more information, please visit http://www.clicksoftware.com. Follow us on Twitter.
SafeHarbor Statement 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 from using ClickButler. 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, 2012, 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.
SOURCE ClickSoftware Technologies Ltd