Workforce Management Feature Article
October 17, 2012
Brazil Telco Deploys Mobile Workforce Management Solution from TOA Technologies
By Rajani Baburajan, TMCnet Contributor
TOA Technologies, a provider of mobile workforce management solutions, announced that GVT, one of the fastest growing telecommunications providers in Brazil, has selected its ETAdirect mobile workforce management solution.
As part of its commitment to improve customer service through its field workforce, the telco will deploy the mobile workforce management solution to its mobile workforce spread around 13 cities in Brazil. By deploying ETAdirect, GVT also hopes to increase operational efficiencies in the field and also in the back office.
At the core of ETAdirect is a patented predictive analytics engine, which helps organizations personalize the workday for each and every mobile employee and optimize the capabilities of field service agents. It provides the capability to predict when an appointment will actually occur, spot and alert teams to potential problems and jeopardy situations before they arise.
Most importantly, the mobile workforce management solution delivers up-to-date service windows to customers via any preferred communications channel and device.
"IT leaders are increasingly embracing the speed of innovation and technology that enables them to move their businesses forward fast,” said Yuval Brisker, co-founder and CEO of TOA Technologies (News - Alert), in a statement. “TOA Technologies' cloud-based solutions and successful track record of delivery based on best practices allows us to help our customers get up and running quickly and with significant proven results."
GVT was impressed by TOA’s unique, inventive approach to field service management. “With a proven customer-centric philosophy, TOA's ETAdirect fully takes into account the consumer's needs, such as preferred appointment times and delivering on service level agreements," said Alessandra Bomura Nogueira, CIO of GVT.
Advanced mobile workforce management software tools like ETAdirect will increase the usability of smart devices like those powered by Android (News - Alert) or iOS. The service helps service providers like GVT confidently deliver an enhanced employee user experience to augment a superior customer experience while reducing costs, the company said.
Edited by Amanda Ciccatelli