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News Release

ClickSoftware Release Sets Standard for Use of Context-Aware Computing and Artificial Intelligence
Released: 6th June 2013
Publisher: ClickSoftware

Lisbon, Portugal, June  04, 2013 — ClickConnect 2013 — ClickSoftware Technologies Ltd. (NasdaqGS: CKSW), the leading provider of automated mobile workforce management and optimisation solutions for the service industry, today announced ServiceOptimization 8.1.9, featuring a host of enhancements that leverage context-aware computing to make businesses smarter, embedding more artificial intelligence (AI) and automation into its solutions.  New tools enable supervisors and dispatchers to more easily and efficiently manage massive number of customer calls, and field resources to improve the customer experience while maintaining operational excellence.

New features build on ClickSoftware’s robust mobility solutions and the recently released ClickButler technology 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, personal availability), learning behaviour, and anticipating users’ needs. The smart personal assistants also act as a compliance watchdog with company and regulatory procedures, and provide overall support to automate “social” communication with customers, peers and managers. 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 minimising costly errors by safe-guarding and facilitating compliance.

Dr. Moshe BenBassat Chairman and CEO, ClickSoftware states, “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 ServiceOptimization 8.1.9 underpins our vision to enable organisations to achieve both outstanding customer experience and operational excellence.”

The new tools and intelligence features include:

·      All Knowledge Goes Mobile – All types of knowledge a technician could need are now available on their mobile device, including images, video and collaboration information.

·      Proactive Business Monitoring & Action Repository – Engine for pre-defined actions based on business context, which automates workflows, alerts and data transformation.

·      Intelligent Butler Services in Mobile – Context aware intelligent assistant that anticipates and takes action to maximise users’ time.

·      Informed Individual & Crew Management - Automatic crew scheduling to optimise coverage, and usability enhancements for completing the ‘morning shuffle’ based on resource and schedule changes.

·      Optimised Rostering Workflow & Results – Easier and automated shift and overtime management, and mobilised shift viewing & swapping in real-time.

ClickSoftware’s latest release will be showcased for the first time at ClickConnect EMEA, ClickSoftware’s annual European conference taking place in Lisbon from 4 -7 June, 2013. More than 200 customers and partners will meet at the conference to experience cutting edge technology and company updates, including a live demonstration of ClickSoftware’s latest release, ServiceOptimization 8.1.9 featuring ClickButler technology. For more information and to register for the conference, please visit the ClickConnect Libson 2013 site.

About ClickSoftware

ClickSoftware (NasdaqGS: CKSW) is the leading provider of automated mobile workforce management and service optimisation solutions for the enterprise, both for mobile and in-house resources. As pioneers of the “Service Chain Optimisation” concept, our solutions provide organisations with end-to-end visibility and control of the entire service management chain by optimising 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 from 20 years of experience, 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 organisations 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 organisations of all sizes. The company is headquartered in the United States and Israel, with offices across Europe, and Asia Pacific. For more information, please visit www.clicksoftware.com. Follow us on Twitter.

Safe Harbor 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 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, 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.

Further information (external website)


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