Workforce Management Feature Article
July 03, 2012
ARRIS Group Integrates SkyCreek Solution to Improve Workforce Management
By Rajani Baburajan, TMCnet Contributor
Global communications technology company ARRIS Group announced it has integrated the workforce management solution, WorkAssure system, with SkyCreek's automated multichannel customer contact technologies.
The integrated solution delivers improved workforce and customer experience management. It allows service providers employing the ARRIS WorkAssure system to automate communications to customers. The workforce management solution also confirms their availability for scheduled appointments.
ARRIS Group specializes in the design, engineering and supply of communications and IP technologies,
"The integration with ARRIS provides an exciting new customer benefit," said Jack Havas, CEO, SkyCreek Corporation, in a statement. "It offers a combined solution that automates the linkage between resource allocation and customer availability to minimize wasted deployments of field resources, increase customer satisfaction and further tighten appointment windows."
When combined with WorkAssure AutoETA, the solution enables service providers to provide automated day-before reminder times, notification for tech arrival time within a 30 minute window, and post visit surveys.
WorkAssure AutoETA in combination with SkyCreek's INTERACT accommodate any multichannel customer interaction strategy. It can monitor and manage resulting customer experiences and adjust customer-specific contact and "do not contact" logic to achieved desired performance.
"We believe the WorkAssure AutoETA solution in combination with SkyCreek's solution will greatly improve how our customers manage their field-service deployments," said Deborah Horan, director, business development, ARRIS, in a statement.
Horan added that the solution removes virtually all bottlenecks in the field-service process, saving service providers and operators valuable resources which would otherwise be allocated to unproductive appointments.
In another significant announcement recently ARRIS Group formed a technology partnership with Azuki Systems (News - Alert), a video delivery solutions provider, to deliver a pre-integrated video solution for service providers.
The collaboration integrates Azuki Media Platform with ARRIS ConvergeMedia Management Suite (CMM) software to help service providers quickly and cost-effectively deploy on-premise, multi-screen TV Everywhere services to their subscribers.
Want to learn more about the latest in communications and technology? Then be sure to attend ITEXPO West 2012, taking place Oct. 2-5, in Austin, TX. ITEXPO (News - Alert) offers an educational program to help corporate decision makers select the right IP-based voice, video, fax and unified communications solutions to improve their operations. It's also where service providers learn how to profitably roll out the services their subscribers are clamoring for – and where resellers can learn about new growth opportunities. For more information on registering for ITEXPO click here.
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Edited by Amanda Ciccatelli