NetCracker announced today that Chorus, Telecom New Zealand’s network business, will deploy NetCracker’s Workforce Management Solution to manage disparate parts of its operations. The solution will improve overall business process efficiencies, deliver a higher level of automation, and increase customer satisfaction. Chorus, a Telecom New Zealand business, builds and maintains the copper and fiber access network, and makes that network available to other telecommunications providers. Chorus is also responsible for installing and repairing phone and broadband connections.

NetCracker and Telecom share an established record of success. In June 2008, Telecom selected NetCracker’s OSS suite to speed the delivery of innovative services and the rapid expansion of the operator’s next-generation network. As part of the new contract, Chorus will utilize NetCracker’s Workforce Management Solution to ensure that there is a centralized view of Telecom’s manpower operations, including Human Resources, Transportation Crews, and related equipment. “NetCracker is an important partner with proven technology and delivery capabilities,” said Ewen Powell, Chorus’ Technology Director. “Workforce Management is a natural extension to the solutions they currently provide to our company.”

In addition to managing workforce operations, the solution will leverage NetCracker’s operations management and automation expertise to:

— Create a centralized view of the workforce, including human resources, equipment, and transportation

— Help Chorus plan and manage short- and long-term work activities with the capability for workload forecasting and proactive capacity planning

— Enable comprehensive management of the work order lifecycle, with extensive reporting and escalation management capabilities

— Facilitate cross-domain data exchange for fulfillment, field service, and service assurance operations

— Enable business process monitoring and workforce performance management

— Minimize redundant or unnecessary customer visits
The primary goal is to deploy a Workforce Management Solution that meets both the business and regulatory requirements and obligations of Chorus.