ClickSoftware sets new standard to boost operational excellence

ClickSoftware Technologies has announced Service Optimization 8.1.9 tools to make businesses smarter. These new tools enable supervisors and dispatchers to more easily and efficiently manage a massive number of customer calls, and field resources to improve the customer experience while maintaining operational excellence.

These tools build on ClickSoftware's robust mobility solutions and the recently released ClickButler technology helps to create smart personal assistants for all business roles across the service chain. They make proactive decisions by understanding the business's context (e.g. customer profile and service contract, call urgency, time of day, location, activity, and personal availability), learning behaviour, and anticipating users’ needs. These translate into incremental business value to Clicksoftware’s clients by improving customer care, increasing efficiencies by saving hours a day of excessive swiping and typing, and minimizing costly errors by safeguarding and facilitating compliance.
 
Dr Moshe BenBassat, Chairman & CEO, ClickSoftware, stated, "This new release is all about making your service business more intelligent, not just more efficient. Artificial Intelligence has always been an important part of our solutions – it is one reason why we are the market leader and our customers achieve such astounding results. This latest version sees that intelligence extended through a host of new functions designed to assist back office and mobile workers in delivering remarkable customer experiences to those at the end of the service chain.  The solution-wide use of context awareness and artificial intelligence in Service Optimization 8.1.9 underpins our vision to enable organizations to achieve both outstanding customer experience and operational excellence."
 
The features of the tools include automated shift and overtime management, mobilized shift viewing & swapping in real-time, proactive business monitoring and crew management.