Convergys is launching new workforce optimization products and services this week at the NCTA’s Cable Show that will help service providers proactively predict service demand and quantifiably increase dispatcher efficiency and field productivity.
The Convergys Field Service Manager enables service providers to proactively manage their field service technicians and operations by optimizing service scheduling and enhancing delivery operations both internally and with their customers, suppliers, and business partners. Using this solution, service providers can on average increase available capacity, reduce mileage and fuel costs, and reduce monthly costs per technician.
The solution uses actual historical service provider cost and resource data to proactively predict service demand. It uses an economic resource optimization engine to predict value at every stage of the field service lifecycle, from appointment scheduling through field service routing and dispatch.
Field Service Manager includes an Appointment Manager, which provides intelligent appointment scheduling driven by goals set by the service provider and based on flexible, ROI-driven goals such as reducing the number of miles driven or number of trucks. It also includes a Field Service Optimizer that lets service providers use their own route and resource data to predict the value of multiple field service management scenarios; a field service dispatch solution that uses real-time dispatching and manages technician calls and ticket/work orders as they occur; and a Field Service Mobile application that provides wireless access to work schedules and trouble ticket and work order information.
