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June 3, 2009
CLEVELAND, OH
Global Partnership Extends the Leading Customer Experience Solution Into the Home With Innovative Customer Appointment Management Solution
TOA Technologies today announced that it has formed a partnership with Amdocs, the leading provider of customer experience systems, to provide a comprehensive customer care solution for the worldwide communications service industry. The offering will combine Amdocs’ industry leading customer experience systems with TOA’s innovative on-demand software, ETAdirect. ETAdirect provides a platform for customer-focused mobile workforce management to better handle the scheduling and management of appointments with customers, as well as all related pre- and post-appointment communications between the field workforce and customers awaiting service at home or elsewhere.
Under the terms of the agreement, Amdocs will resell TOA’s ETAdirect solution and ETAdirect will be integrated with Amdocs’ operations support (OSS) and business support (BSS) systems to seamlessly provide existing and prospective customers with the new capabilities. As a result, telecom, cable and broadband service providers can manage the entire customer experience, from start-of-order in the traditional call center to completion of in-home services and beyond. By improving field workforce management and related customer communications, companies can dramatically reduce operating costs and improve customer retention.
ETAdirect extends a company’s control of the customer experience by automating the scheduling, routing, management and adjustment of service, installation and delivery calls. Technicians and other field employees have a better view and more control of their work day. Customers receive dynamic technician arrival time updates via web, text or automated voice communications, along with the opportunity to reschedule if delays or changes make the original appointment inconvenient. The combined solution can even create automated follow up communications so customers can provide prompt feedback. These automations allow the average TOA customer to save $13 on every truck roll managed by the ETAdirect suite of services.
The combined Amdocs/TOA solution greatly improves the at-home customer service experience related to deliveries. The system can automatically gather and process service requests to create route scheduling for large groups of technicians in record speed. ETAdirect on its own has been proven to take thousands of orders and route them in under five minutes.
“In today’s economy, getting new customers is important but real focus of every business is on delighting and keeping the customers you already have,” said Yuval Brisker, President & CEO of TOA. “An investment in superior service provides an enormous return — in good will and satisfaction, in customer retention and in operational cost savings. We’re excited to be working with Amdocs to bring this value to their customers and the millions of consumers Amdocs’ solutions serve around the world.”
Amdocs is the market leader in customer experience systems and is one of the largest OSS and BSS providers to cable broadband and satellite service providers.
TOA is the mobile workforce management and customer appointment management technology leader powering Cox Communications, Bright House Networks, ONO and other major communications providers in the U.S. and Europe.
About TOA Technologies
TOA Technologies is a leader in Software-as-a-Service (SaaS) solutions for managing the mobile workforce, customer appointment scheduling and predictive customer communications for companies with mid-to-large mobile workforces. TOA’s ETAdirect solution deploys quickly, provides Web-based flexibility and delivers unparalleled cost savings, immediate Return on Investment, increased productivity and a dramatically enhanced customer experience. Recently named a Visionary in Gartner’s annual 2009 Magic Quadrant for Field Service Management, TOA Technologies is headquartered in Cleveland, Ohio, with offices in Amsterdam, The Netherlands. For additional information please visit
www.toatech.com.
