Philadelphia—Cox Communications will deploy customer-appointment and mobile workforce management systems from TOA Technologies to schedule, route and manage its nearly 6,000 field service technicians.
Cox will deploy TOA’s ETAdirect solution in all 18 of its systems, consolidating its workforce management solutions into a Web-based platform provided by TOA. The two companies originally announced the project in March 2007.
Cox dispatchers and field service technicians will wirelessly access ETAdirect on handhelds, laptops and desktops. According to TOA, ETAdirect will provide more accurate estimations of appointment time, allowing for calls to customers when the technician is less than 60 minutes away.
“The solution we’ve developed with TOA will help Cox continue its leadership in customer care within the cable and telecom industries,” Cox vice president of field services Catherine Mitchell said, in a statement. “The TOA platform allows our technicians to be more responsive to our customers’ needs while also being more efficient and effective on the job than ever before.”
The first phase of the rollout includes ETAdirect’s predictive analysis of capacity planning based on historical patterns and geographic location, technician arrival time prediction, and dispatch and monitoring guidance that supports installation, service and repair, maintenance and contractors.
TOA, based in Cleveland, secured a $13 million round of financing in June led by Intel.
