|By PR Newswire||
|April 25, 2014 07:13 AM EDT||
PHOENIX and CLEVELAND, April 25, 2014 /PRNewswire/ -- When Cable ONE decided to transform its field operations and customer experience, it evaluated its core IT and operational systems – billing, CRM and mobile workforce management. The cable operator, with 650,000 customers across 19 states in the U.S., quickly identified that replacing its current mobile workforce management software with a solution that provided a focus on Cable ONE's customers was imperative to the success of this major initiative. Deployed in the cloud and proven to successfully enable the transformation of field operations and enhance the customer experience, TOA Technologies and its ETAdirect solution were selected by Cable ONE to meet its long-term field service management goals.
"My job is to make sure that each of our 800-plus field technicians get to the right job on-time, every time. With our current mobile workforce management system, we weren't routing and scheduling customer appointments as optimally as possible due to capacity/quota being stuck in the billing system. This made it difficult to accurately get our field technicians to the right job, because the billing system doesn't have the intelligence to create an actual, real-time view of capacity/quota," said Tad Drescher, manager, process improvement and workforce management at Cable ONE.
"When we spoke with the TOA Technologies team about their approach – optimizing field resources by learning each technician's performance and using predictive analytics to create profiles for each person – we knew that if we wanted to gain both operational efficiencies and better deliver on our promised appointment windows to customers with a single system, ETAdirect was the solution for Cable ONE," said Gary McDonald, senior director, technical operations at Cable ONE.
Cable ONE plans to deploy ETAdirect across its 19-state operations. The cable operator will benefit from:
- A more accurate view of capacity/quota – Instead of using the old point method in the billing system, ETAdirect will learn, pattern and predict capacity/quota by time measurements, calculating capacity/quota down to the minute for the most accurate routing and scheduling possible.
- Better tools to communicate with customers – Previously, field technicians and dispatchers had to manually call customers with pre-appointment reminders. Using ETAdirect's predicted time of arrival capability, the solution will automatically remind customers about their appointments, giving them the option to confirm, cancel or reschedule the appointment.
- Easier mobile device management using a cloud and HTML5 browser-based application – With more than 800 Panasonic Toughbook CF-19s in the field, Cable ONE's IT team spent a lot of time making sure the current mobile workforce management system was up-to-date. Because the ETAdirect mobile application is in the cloud and delivered via a browser, it will be automatically updated, saving IT time and ensuring the solution is always current. In addition, because ETAdirect is device-agnostic, Cable ONE has the flexibility to adopt any new mobile device in the future without worrying about compatibility with ETAdirect.
- Improved reliability – ETAdirect's 99.996-plus percent uptime is unmatched by any cloud-based enterprise software solution and, based on internal testing, will be a dramatic improvement compared to Cable ONE's current mobile workforce management system.
"As a consumer, I know that continuous and transparent communications, and shorter appointment windows, are keys to a positive customer experience," said Yuval Brisker, co-founder and CEO of TOA Technologies. "That's why we designed TOA's field service management solutions to focus on bringing the customer into the service loop."
"But it's what is behind our industry-leading field service management solutions that allows us to realize the promise of a customer-centric approach: our time-based predictive analytics. ETAdirect measures how long it takes field employees to perform work and then uses that information to create personalized performance pattern profiles for each and every person. With statistical analysis and our patented predictive algorithms, ETAdirect then delivers the most accurate, optimized and automated schedules possible. This allows smart companies like Cable ONE to run more efficiently, make more dependable promises to customers and communicate real-time information to them throughout the process. This is the holy grail of any service business."
Today, cable, broadband and telecommunications providers around the world rely on TOA Technologies as their mobile workforce management solution partner. For more information about TOA Technologies and how its proven solutions enable better service management for cable companies, visit http://www.toatech.com.
About Cable ONE
Serving 650,000 customers in 19 states with high speed internet, cable television, and telephone service, Cable ONE provides consumers a wide range of the latest products and services, including wireless Internet service, High-Definition programming and phone service with free, unlimited long distance calling in the continental United States. Cable ONE is headquartered in Phoenix, Arizona.
About TOA Technologies
TOA Technologies is a leading provider of field service and mobile workforce management software solutions. ETAdirect, TOA's complete cloud-based field service management application suite, holistically manages the entire service delivery process from start to finish: from the moment an appointment or service is requested, through planning, routing and scheduling, to real-time customer communications and field management. ETAdirect measures everything that happens in the field, from travel times to appointment length, and creates unique performance pattern profiles for each and every person in the field. TOA's patented statistical analysis engine then uses these personalized profiles to predict when things will happen and how long they will take. With the most accurate schedules and ETAdirect's browser-based and device-agnostic field service mobile app, mobile employees are empowered to get the job done right, on-time and the first time. ETAdirect is quickly deployed, highly configurable and easily integrated with existing CRM, ERP and other systems.
Across six continents, TOA Technologies and its ETAdirect solution suite manage diverse mobile workforces in the satellite/cable/broadband, telecom, utilities, insurance, home services and retail industries, helping them achieve their goals of reducing operational costs while dramatically enhancing the customer experience. TOA Technologies is headquartered in the United States and has offices throughout Europe, Latin America, Australia and New Zealand.
Available Topic Expert(s): For information on the listed expert(s), click appropriate link.
ProfNet - https://profnet.prnewswire.com/Subscriber/ExpertProfile.aspx?ei=107743
SOURCE TOA Technologies
The Internet of Things (IoT) is growing rapidly by extending current technologies, products and networks. By 2020, Cisco estimates there will be 50 billion connected devices. Gartner has forecast revenues of over $300 billion, just to IoT suppliers. Now is the time to figure out how you’ll make money – not just create innovative products. With hundreds of new products and companies jumping into the IoT fray every month, there’s no shortage of innovation. Despite this, McKinsey/VisionMobile data shows "less than 10 percent of IoT developers are making enough to support a reasonably sized team....
Oct. 8, 2015 01:45 PM EDT Reads: 104
The buzz continues for cloud, data analytics and the Internet of Things (IoT) and their collective impact across all industries. But a new conversation is emerging - how do companies use industry disruption and technology enablers to lead in markets undergoing change, uncertainty and ambiguity? Organizations of all sizes need to evolve and transform, often under massive pressure, as industry lines blur and merge and traditional business models are assaulted and turned upside down. In this new data-driven world, marketplaces reign supreme while interoperability, APIs and applications deliver un...
Oct. 8, 2015 01:30 PM EDT Reads: 202
SYS-CON Events announced today that ProfitBricks, the provider of painless cloud infrastructure, will exhibit at SYS-CON's 17th International Cloud Expo®, which will take place on November 3–5, 2015, at the Santa Clara Convention Center in Santa Clara, CA. ProfitBricks is the IaaS provider that offers a painless cloud experience for all IT users, with no learning curve. ProfitBricks boasts flexible cloud servers and networking, an integrated Data Center Designer tool for visual control over the cloud and the best price/performance value available. ProfitBricks was named one of the coolest Clo...
Oct. 8, 2015 01:00 PM EDT Reads: 756
Organizations already struggle with the simple collection of data resulting from the proliferation of IoT, lacking the right infrastructure to manage it. They can't only rely on the cloud to collect and utilize this data because many applications still require dedicated infrastructure for security, redundancy, performance, etc. In his session at 17th Cloud Expo, Emil Sayegh, CEO of Codero Hosting, will discuss how in order to resolve the inherent issues, companies need to combine dedicated and cloud solutions through hybrid hosting – a sustainable solution for the data required to manage I...
Oct. 8, 2015 01:00 PM EDT Reads: 469
NHK, Japan Broadcasting, will feature the upcoming @ThingsExpo Silicon Valley in a special 'Internet of Things' and smart technology documentary that will be filmed on the expo floor between November 3 to 5, 2015, in Santa Clara. NHK is the sole public TV network in Japan equivalent to the BBC in the UK and the largest in Asia with many award-winning science and technology programs. Japanese TV is producing a documentary about IoT and Smart technology and will be covering @ThingsExpo Silicon Valley. The program, to be aired during the peak viewership season of the year, will have a major impac...
Oct. 8, 2015 01:00 PM EDT Reads: 251
Apps and devices shouldn't stop working when there's limited or no network connectivity. Learn how to bring data stored in a cloud database to the edge of the network (and back again) whenever an Internet connection is available. In his session at 17th Cloud Expo, Bradley Holt, Developer Advocate at IBM Cloud Data Services, will demonstrate techniques for replicating cloud databases with devices in order to build offline-first mobile or Internet of Things (IoT) apps that can provide a better, faster user experience, both offline and online. The focus of this talk will be on IBM Cloudant, Apa...
Oct. 8, 2015 12:45 PM EDT Reads: 504
WebRTC is about the data channel as much as about video and audio conferencing. However, basically all commercial WebRTC applications have been built with a focus on audio and video. The handling of “data” has been limited to text chat and file download – all other data sharing seems to end with screensharing. What is holding back a more intensive use of peer-to-peer data? In her session at @ThingsExpo, Dr Silvia Pfeiffer, WebRTC Applications Team Lead at National ICT Australia, will look at different existing uses of peer-to-peer data sharing and how it can become useful in a live session to...
Oct. 8, 2015 12:00 PM EDT Reads: 599
As a company adopts a DevOps approach to software development, what are key things that both the Dev and Ops side of the business must keep in mind to ensure effective continuous delivery? In his session at DevOps Summit, Mark Hydar, Head of DevOps, Ericsson TV Platforms, will share best practices and provide helpful tips for Ops teams to adopt an open line of communication with the development side of the house to ensure success between the two sides.
Oct. 8, 2015 12:00 PM EDT Reads: 570
There are so many tools and techniques for data analytics that even for a data scientist the choices, possible systems, and even the types of data can be daunting. In his session at @ThingsExpo, Chris Harrold, Global CTO for Big Data Solutions for EMC Corporation, will show how to perform a simple, but meaningful analysis of social sentiment data using freely available tools that take only minutes to download and install. Participants will get the download information, scripts, and complete end-to-end walkthrough of the analysis from start to finish. Participants will also be given the pract...
Oct. 8, 2015 11:45 AM EDT Reads: 208
SYS-CON Events announced today that IBM Cloud Data Services has been named “Bronze Sponsor” of SYS-CON's 17th Cloud Expo, which will take place on November 3–5, 2015, at the Santa Clara Convention Center in Santa Clara, CA. IBM Cloud Data Services offers a portfolio of integrated, best-of-breed cloud data services for developers focused on mobile computing and analytics use cases.
Oct. 8, 2015 11:00 AM EDT Reads: 723
The enterprise is being consumerized, and the consumer is being enterprised. Moore's Law does not matter anymore, the future belongs to business virtualization powered by invisible service architecture, powered by hyperscale and hyperconvergence, and facilitated by vertical streaming and horizontal scaling and consolidation. Both buyers and sellers want instant results, and from paperwork to paperless to mindless is the ultimate goal for any seamless transaction. The sweetest sweet spot in innovation is automation. The most painful pain point for any business is the mismatch between supplies a...
Oct. 8, 2015 10:30 AM EDT Reads: 177
"Matrix is an ambitious open standard and implementation that's set up to break down the fragmentation problems that exist in IP messaging and VoIP communication," explained John Woolf, Technical Evangelist at Matrix, in this SYS-CON.tv interview at @ThingsExpo, held Nov 4–6, 2014, at the Santa Clara Convention Center in Santa Clara, CA.
Oct. 8, 2015 07:00 AM EDT Reads: 5,864
WebRTC has had a real tough three or four years, and so have those working with it. Only a few short years ago, the development world were excited about WebRTC and proclaiming how awesome it was. You might have played with the technology a couple of years ago, only to find the extra infrastructure requirements were painful to implement and poorly documented. This probably left a bitter taste in your mouth, especially when things went wrong.
Oct. 8, 2015 06:00 AM EDT Reads: 756
The broad selection of hardware, the rapid evolution of operating systems and the time-to-market for mobile apps has been so rapid that new challenges for developers and engineers arise every day. Security, testing, hosting, and other metrics have to be considered through the process. In his session at Big Data Expo, Walter Maguire, Chief Field Technologist, HP Big Data Group, at Hewlett-Packard, will discuss the challenges faced by developers and a composite Big Data applications builder, focusing on how to help solve the problems that developers are continuously battling.
Oct. 8, 2015 04:00 AM EDT Reads: 484
Nowadays, a large number of sensors and devices are connected to the network. Leading-edge IoT technologies integrate various types of sensor data to create a new value for several business decision scenarios. The transparent cloud is a model of a new IoT emergence service platform. Many service providers store and access various types of sensor data in order to create and find out new business values by integrating such data.
Oct. 8, 2015 04:00 AM EDT Reads: 540
WebRTC converts the entire network into a ubiquitous communications cloud thereby connecting anytime, anywhere through any point. In his session at WebRTC Summit,, Mark Castleman, EIR at Bell Labs and Head of Future X Labs, will discuss how the transformational nature of communications is achieved through the democratizing force of WebRTC. WebRTC is doing for voice what HTML did for web content.
Oct. 8, 2015 03:00 AM EDT Reads: 1,376
Who are you? How do you introduce yourself? Do you use a name, or do you greet a friend by the last four digits of his social security number? Assuming you don’t, why are we content to associate our identity with 10 random digits assigned by our phone company? Identity is an issue that affects everyone, but as individuals we don’t spend a lot of time thinking about it. In his session at @ThingsExpo, Ben Klang, Founder & President of Mojo Lingo, will discuss the impact of technology on identity. Should we federate, or not? How should identity be secured? Who owns the identity? How is identity ...
Oct. 8, 2015 03:00 AM EDT Reads: 433
Developing software for the Internet of Things (IoT) comes with its own set of challenges. Security, privacy, and unified standards are a few key issues. In addition, each IoT product is comprised of at least three separate application components: the software embedded in the device, the backend big-data service, and the mobile application for the end user's controls. Each component is developed by a different team, using different technologies and practices, and deployed to a different stack/target - this makes the integration of these separate pipelines and the coordination of software upd...
Oct. 8, 2015 03:00 AM EDT Reads: 279
WebRTC services have already permeated corporate communications in the form of videoconferencing solutions. However, WebRTC has the potential of going beyond and catalyzing a new class of services providing more than calls with capabilities such as mass-scale real-time media broadcasting, enriched and augmented video, person-to-machine and machine-to-machine communications. In his session at @ThingsExpo, Luis Lopez, CEO of Kurento, will introduce the technologies required for implementing these ideas and some early experiments performed in the Kurento open source software community in areas ...
Oct. 8, 2015 02:00 AM EDT Reads: 690
WebRTC: together these advances have created a perfect storm of technologies that are disrupting and transforming classic communications models and ecosystems. In his session at WebRTC Summit, Cary Bran, VP of Innovation and New Ventures at Plantronics and PLT Labs, will provide an overview of this technological shift, including associated business and consumer communications impacts, and opportunities it may enable, complement or entirely transform.
Oct. 8, 2015 01:30 AM EDT Reads: 734