ClickSoftware to help Deutsche Telekom with workforce management

The 15,000 field service technicians servicing Deutsche Telekom’s 56 million connections will be working under new rules designed for efficiency when ClickSoftware gets deployed as part of a multi-year, multimillion-dollar contract with the carrier’s T-Com division. DT will integrate the vendor’s ClickSchedule solution initially into its legacy call center and dispatching systems to manage scheduling and street-level routing.

ClickSchedule is part of the vendor’s service optimization suite of products T-Com will use to intelligently schedule jobs based on a variety of user-defined parameters, such as customer availability, engineer skills, territory, availability and priority of the job. The Israel- and Burlington, Mass.-based software company’s suite of solutions also does workload forecasting, strategic and tactical workforce planning, optimized service scheduling, intelligent problem resolution, wireless workforce management and business analytics.