Convergys Corporation (NYSE: CVG), a global leader in relationship management, has announced the availability of advanced workforce optimization products and services for the global communications industry. This new offering strengthens Convergys’ end-to-end BSS/OSS portfolio, enabling service providers to proactively predict service demand and quantifiably increase dispatcher efficiency and field productivity.

Convergys Field Service Manager enables service providers to proactively manage their field service technicians and operations by optimizing service scheduling and enhancing delivery operations both internally and with their customers, suppliers, and business partners. Increased dispatcher efficiency with intuitive user interfaces helps dispatchers maximize accuracy, reduce errors, and successfully manage a greater number of resources in the field.

On average, service providers can increase available capacity, reduce mileage and fuel costs, and reduce monthly costs per technician. Service providers will also benefit from increased customer satisfaction and improved technician availability, while simultaneously reducing costs associated with inefficient field service management.

Convergys’ approach is unique because it uses actual historical service provider cost and resource data to proactively predict service demand. Service providers can then plan, schedule, and perform service delivery in a way that maximizes value – through decreased resource requirements and cost – across the enterprise. Built upon patented technology, the economic resource optimization engine uses a service provider’s business goals and costs to predict value at every stage of the field service lifecycle, from appointment scheduling through field service routing and dispatch.

Field Service Manager includes:
• Appointment Manager - provides intelligent appointment scheduling driven precisely by goals set by the service provider. Appointment Manager schedules field service appointments based not only on available time slots but also on flexible, ROI-driven goals such as reducing miles driven or number of trucks.
• Field Service Optimizer - includes patented technology and an exclusive and scalable optimization tool, enabling service providers to use their own route and resource data to precisely predict the value of multiple field service management scenarios via daily and multi-day planning. Field Service Optimizer simulates and evaluates various “what if” scenarios to drive a financial impact from adjustments to each element of the field service lifecycle.
• Field Service Dispatch - facilitates real-time dispatching, assigns same-day jobs to technicians, and manages technician calls and ticket/work orders as they occur. Functionality includes technician location maps, work order filters, auto-router, and monitor panels for both dispatchers and technicians.
• Field Service Mobile – provides wireless access through technician mobile units (Mobile Data Terminals) that allow technicians to view work schedules and ticket/work order information. Work order information is sent through the mobile device to the billing system for processing and database entry. Intelligent user interfaces help support cross-selling and upselling efforts.

“Service providers are increasingly challenged to deliver superior experience to their customers, Convergys’ new field service management capabilities will enable our clients to be more proactive in field resource planning, driving ROI from business critical solutions as a result,” said Bob Lento, president of Information Management at Convergys. “Adding Field Service Manager to our BSS/OSS solution footprint allows us to drive higher customer satisfaction and lower costs for our clients.”

Convergys BSS/OSS Solutions deliver innovative support of convergent services leveraging real-time marketing innovation, minimizing risk, reducing operational costs, and generating revenue in order for our clients to focus on building valuable relationships with their customers. Convergys supports six of FORTUNE’s Top 10 communications companies.

CSPs are challenged with decreasing operations costs while retaining and growing their customer base:

• They are supporting multiple types of services with triple and quad play bundles while managing a field service workforce to install, service, and troubleshoot this wide variety of services and products. They must keep fuel, technician, and vehicle costs under control while adding new products and services to their customer offerings.
• They must also maintain a satisfied customer base and grow it in the face of increased competition via value-added services and an ever increasing portfolio of new broadband and on-demand products. This includes on-time service guarantee for increased customer satisfaction.

Global relationship management leader Convergys announces Convergys Field Service Manager, which enables CSPs to proactively manage their field service technicians and operations by optimizing service scheduling and enhancing delivery operations both internally and with their customers, suppliers, and business partners. Increased dispatcher efficiency with intuitive user interfaces helps dispatchers maximize accuracy, reduce errors, and successfully manage a greater number of resources in the field, thus increasing available capacity, reducing mileage and fuel costs, and reducing monthly costs per technician. Service providers will also benefit from increased customer satisfaction and improved technician availability, while simultaneously reducing costs associated with inefficient field service management.

About Convergys
Convergys Corporation (NYSE: CVG) is a global leader in relationship management. We provide solutions that drive more value from the relationships our clients have with their customers and employees. Convergys turns these everyday interactions into a source of profit and strategic advantage for our clients.

For more than 30 years, our unique combination of domain expertise, operational excellence, and innovative technologies has delivered process improvement and actionable business insight to clients that now span more than 70 countries and 35 languages.

Convergys is a member of the S&P 500 and has been voted a Fortune Most Admired Company for nine consecutive years. We have approximately 75,000 employees in 84 customer contact centers and other facilities in the United States, Canada, Latin America, Europe, the Middle East, and Asia, and our global headquarters in Cincinnati, Ohio. For more information, visit www.convergys.com

(Convergys and the Convergys logo are registered trademarks of Convergys Corporation.)