Convergys Launches Field Service Manager for Communications Service Providers

Convergys Corp., a developer and provider of relationship management solutions and offerings, announced the availability of workforce optimization products and services for the global communications industry.

Convergys Field Service Manager enables service providers to manage their field service technicians and operations both internally and with their customers, suppliers, and business partners. On average, service providers can increase available capacity, reduce mileage and fuel costs, and reduce monthly costs per technician. Service providers will also benefit from increased customer satisfaction and improved technician availability, while simultaneously reducing costs associated with inefficient field service management.

Field Service Manager includes:

- Appointment Manager - provides appointment scheduling driven precisely by goals set by the service provider. Appointment Manager schedules field service appointments based not only on available time slots but also on ROI-driven goals such as reducing miles driven or number of trucks.

- Field Service Optimizer - includes patented technology and an exclusive and scalable optimization tool, enabling service providers to use their own route and resource data to predict the value of multiple field service management scenarios via daily and multi-day planning. Field Service Optimizer simulates and evaluates various "what if" scenarios to drive a financial impact from adjustments to each element of the field service lifecycle.

- Field Service Dispatch - facilitates real-time dispatching, assigns same-day jobs to technicians, and manages technician calls and ticket/work orders as they occur. Functionality includes technician location maps, work order filters, auto-router, and monitor panels for both dispatchers and technicians.

- Field Service Mobile - provides wireless access through technician mobile units (Mobile Data Terminals) that allow technicians to view work schedules and ticket/work order information. Work order information is sent through the mobile device to the billing system for processing and database entry. Intelligent user interfaces help support cross-selling and upselling efforts.