Broadband service providers are caught between keeping up with increasing customer demand and keeping ahead of increasing competitive pressures. Digital video, video-on-demand, and high-speed internet services – to name a few – have customers clamoring for the latest technology, resulting in onerous demands on organizations. Direct broadcast satellite providers, telephone companies and utilities are trying to steal away multi-channel video customers while broadband providers themselves work to create a competitive niche offering telephone services. Throughout the industry, the rally cry for “improved customer satisfaction” is the key to retaining and growing business today.
Broadband workforce challenges include making and keeping customer commitments, completing planned work without overtime, providing program and “specials” information to the field, providing technicians access to the information they need, automating the collection and validation of field data, providing a means for technicians to up-sell in the field, and improving overall workforce performance.
Ventyx’s Advantex meets the needs of Broadband organizations by delivering an integrated, operations-centric view of the mobile workforce and its workload. The Advantex workforce automation solution enables companies to define work requirements, define resource capacity (people and equipment), automatically assign and dispatch work orders to the field, monitor work status and capture work results, and deliver work results to enterprise applications.