Portugal Telecom Selects ClickSoftware for Optimized Workforce Management

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
joanna.giannotti@clicksoftware.com

SOURCE ClickSoftware Technologies Ltd

Contact: Joanna Giannotti, ClickSoftware, Inc., +1-781-272-5903 x2235,
joanna.giannotti@clicksoftware.com