Contact Center Solutions Featured Article

July 16, 2009

ClickSoftware and BackFlip Software Sign Partnership Agreement

By Anil Sharma

TMCnet Contributor

ClickSoftware, a provider of mobile workforce management and service optimization solutions, and BackFlip Software, a business process communications provider, have reportedly signed a partnership agreement whereby ClickSoftware (News - Alert) will integrate BackFlip Process Communications On Demand for ISV's with ClickSoftware's customer-interaction management solution, called ClickContact.

Officials said that ClickContact will help offer automatic, on-going communication with customers throughout the service lifecycle, including real-time communication on the day of service, thereby reducing the uncertainty of the technician's expected arrival time. With ClickContact, BackFlip's solution for ISV's is designed to help service organizations improve customer service by enabling timelier and more convenient communication with their customers, service agents and technicians.

ClickSoftware partnered with BackFlip Software to provide service organizations the ability to offer an improved level of service and a superior customer experience by offering bi-directional, personalized multi-channel customer interaction.

With both companies' solutions based on Service Oriented Architecture, integration was developed using industry standards and open API's.

"BackFlip capabilities enable us to offer our customers a more comprehensive service management solution including end-customer bi-directional communications and control of the service experience," said Hannan Carmeli, president and chief operating officer at ClickSoftware, in a statement.

Carmeli said that by facilitating better communication between the customer and the service organization before the time of service, customers are better informed about the upcoming visit and more satisfied. Costly customer no-shows are also greatly reduced.

"We are proud to add ClickSoftware, a leader in field service management applications, as a partner,” said Gil Perez, CEO at BackFlip Software, in a statement. “Process Communications On Demand for ISV's is intended for software vendors that want to augment their product offering with CEBP (communications-enabled business process) capabilities."

Perez said that the combination of the company’s robust multi-channel on demand environment for personalized customer interaction and ClickSoftware's scheduling capabilities provides a unique solution for service providers. He said that by leveraging BackFlip's proven solution that facilitates real-time, interactive, multi-channel communications, ClickSoftware expands its offering, improves customer satisfaction and reduces service organizations' costs.

Anil Sharma is a contributing editor for TMCnet. To read more of Anil’s articles, please visit his columnist page.

Edited by Amy Tierney

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