CSG Delivers New Product Enhancements to Enable Broadband and Direct Broadcast
Satellite Operators to Master Technician Routing and Scheduling
ENGLEWOOD, Colo., Feb. 1 /PRNewswire-FirstCall/ -- Global billing and
customer care solutions provider CSG Systems (Nasdaq: CSGS) today announced
that its CSG(R) Workforce Express product now reaches 20 million broadband and
Direct Broadcast Satellite (DBS) customers nationwide.
(Logo: http://www.newscom.com/cgi-bin/prnh/20020627/CSGSLOGO)
CSG's Workforce Express(R) solution addresses one of the most costly and
complex aspects of a broadband or DBS service providers' business -- getting
the right technician to the right job at the right time. The solution allows
dispatchers and field technicians to access and more efficiently complete
installation and service-oriented tasks and wirelessly send field updates back
to the home office.
CSG is now the largest provider of workforce management services to the
nation's broadband and DBS operators, supporting 32,500 technicians and
2,600 dispatchers by automatically scheduling, dispatching and routing
technicians as they provide on-site customer service.
CSG continues to enhance the product, and has adapted Workforce Express to
work with any billing system. This month, CSG will also release new features
into the product designed to enhance its existing capabilities to allow the
service provider to better analyze routes that technicians take to jobs and to
automatically assign technicians with specialty skills to specific jobs
through simple coding in the product. In addition, technicians will have
access to a new version of TechNet, an application that allows technicians to
view and enter customer information through wireless devices from the job
site. Enhancements will shorten the learning curve of technicians moving from
a paper-based system to an electronic-based system by replicating the look and
feel of job-site forms on TechNet input screens.
"As broadband and DBS operators add more services to their portfolios,
customer care will become increasingly critical to their success, particularly
the face-to-face customer interactions that occur between a technician and
subscriber," said Mike Smith, co-founder and managing director, Stratecast
Partners. "Applications like Workforce Express empower operators to dispatch
the right technician to the right job at the right time based on skill set and
location. Doing so enables operators to provide enhanced levels of customer
service and achieve competitive differentiation in the process. Workforce
Express is a critical investment that pays for itself in expense reduction and
improved customer satisfaction."
CSG provides its Workforce Express application to the nation's leading DBS
and broadband operators including Time Warner and Bright House Networks.
About CSG Systems
With worldwide headquarters in Englewood, Colo., CSG Systems is a
subsidiary of CSG Systems International, Inc. (Nasdaq: CSGS). CSG and its
wholly-owned subsidiaries serve telecommunications service providers in more
than 40 countries. CSG is a leader in next-generation billing and customer
care solutions for the cable television, direct broadcast satellite, advanced
IP services, next generation mobile, and fixed wireline markets. CSG's unique
combination of proven and future-ready solutions, delivered in both outsourced
and licensed formats, empowers its clients to deliver unparalleled customer
service, improve operational efficiencies and rapidly bring new
revenue-generating products to market. For more information, visit our
website at http://www.csgsystems.com.
SOURCE CSG Systems
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Related links:
http://www.csgsystems.com
Photo Notes:
NewsCom:
http://www.newscom.com/cgi-bin/prnh/20020627/CSGSLOGO
AP Archive: http://photoarchive.ap.org
PRN Photo Desk, photodesk@prnewswire.com
CONTACT:
Elise Brassell, +1-303-804-4962,
elise_brassell@csgsystems.com, or Liz Bauer, +1-303-804-4065,
liz_bauer@csgsystems.com, both of CSG Systems
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