Call Center Software Featured Article

TELUS Extends Contract for ClickSoftware Service Optimization Suite

By Rajani Baburajan
TMCnet Contributor

ClickSoftware Technologies, a provider of automated workforce management and optimization solutions for the service industry, announcedthat TELUS, a leading national telecommunications company in Canada, has extended its multi-million dollar contract for the use of its ServiceOptimization Suite.

ServiceOptimization Suite enables TELUS (News - Alert) to automate scheduling and route optimization for its field technicians. It also ensures that consumers receive the highest level of service, while controlling operating costs, company officials said.

TELUS first selected ClickSoftware (News - Alert) in 2007 to help build a service delivery platform that would maximize resources, cut overhead costs and address complex scheduling and planning requirements. The resulting ServiceOptimization Suite of software was first piloted and implemented in TELUS’ Quebec market.

To ensure that business processes and operations remain consistent throughout the national market ServiceOptimization Suite is now being expanded into western Canada, the company said.

“Efficient and effective management of our large mobile workforce is critical to the success of our business,” said Tony Geheran, SVP National Customer Solutions Delivery at TELUS. “The initial implementation of ClickSoftware’s ServiceOptimization Suite in Quebec has demonstrated the value of our investment with significant improvements in productivity and reductions in costs.”

ClickSoftware solutions are available on demand and on premise. These solutions create business value through higher levels of productivity, customer satisfaction and operational efficiency.

The company’s 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.

ClickSoftware believes the combination of technology with educational services helps businesses find the right balance between reducing costs, increasing customer satisfaction, employee preferences and industry regulations.

TELUS has 12 million customer connections including 6.5 million wireless subscribers, 4 million wireline network access lines and 1.2 million Internet subscribers and 170,000 TELUS TV customers. TELUS provides a wide range of communications products and services including data, Internet protocol, voice, entertainment and video. “We are pleased that TELUS has solidified their commitment to ClickSoftware and we are delighted to support their aggressive growth strategy as they look to improve their wireline competitive position through broadband network expansion.”

In May ClickSoftware Technologies introduced ClickSoftware OnDemand, which the company claims as the first holistic enterprise-level SaaS (News - Alert)-based workforce management and optimization solution, TMCnet reported.