MEDIA RELEASE PR41875
World-Leading Telecommunications Solutions Provider Selects Astea to Automate, Mobilize and
Optimize Global Field Service Operations
HORSHAM, Pa., Oct. 26 /PRNewswire-AsiaNet/ --
Robust Field Service, Parts Management, Mobility, and Dynamic Scheduling
Optimization Solutions Will Improve Productivity, Increase Revenues, and
Elevate Customer Satisfaction
Astea International Inc. (Nasdaq: ATEA), the leader in service lifecycle
management, mobility and workforce optimization solutions, announces that a
world-leading provider of telecommunications network solutions has selected
the Astea Alliance solution suite to automate, mobilize and optimize their
global field service operations. As telecommunication organizations continue
to expand their service offerings for increased revenue and differentiation,
they are quickly recognizing that a solution that can support the full
spectrum of service lifecycle management (SLM) is mission-critical.
The Company is already implementing Astea Alliance in two countries with
planned expansion to other regions. Once implemented, they will be leveraging
Astea Alliance to enable their personnel to immediately take action on
service requests, increasing first-call resolution, decreasing call times and
call center operating costs, and improving the customers' experience for
increased retention. The Company is deploying Astea's dynamic scheduling
optimization solution to provide a real-time, graphical scheduling console
that will enable their dispatchers to "dispatch by exception" and proactively
offer "just-in-time" service. By equipping their field technicians with
Astea's industry leading mobility solution, technicians will benefit from
access to real-time work orders, automated workflow, equipment and site
history, parts and customer information, automatic time and expense tracking,
signature capture and email messaging to drive productivity improvements.
Customer service representatives will have the ability to significantly
improve response time and faster resolutions through real-time access to a
comprehensive view of all information required to support customers.
Information regarding customer-specific contract, warranty and service-level
information, as well as up-to-date field service status, will ensure a
consistent customer experience.
"When it comes to scheduling field technicians in the telecommunications
industry it can be an extremely complex and demanding environment due to the
infinite number of variables, constraints and possible solutions that are
typical in field service organizations. Every time a customer calls, call
center dispatchers must base their scheduling decisions on a variety of
variables such as, technician skills & availability, travel time, parts,
customer service level agreements (SLAs), location, priority, customer
expectations, and many more," said Zack Bergreen, Chairman and CEO of Astea
International. "Without the most advanced algorithms and latest technology,
performance suffers, putting a mission-critical part of a company's business
at risk. Our robust solutions address the specific challenges of field
service scheduling optimization and mobility, while simultaneously increasing
efficiency, accuracy and profitability to help companies sustain a
competitive advantage in today's volatile environment. With our dynamic
scheduling engine and mobility solution the Company can now ensure that the
right person with the right parts arrives at the right place at the right
time. We are extremely proud that this Company has selected Astea to
automate, mobilize and optimize their global field service operations to
deliver a consistent level of service delivery around the world."
Astea is the only solution provider that offers all cornerstones of
service lifecycle management: customer management; service management; asset
management; forward and reverse logistics management; mobile workforce
management; and scheduling optimization. Astea's solutions are seamlessly
orchestrated to share and leverage information throughout the service
lifecycle -- removing the traditional barriers between the field and back
office. With Astea's solution modularity, companies can introduce one module
at a time or deploy a seamless information backbone across the entire service
lifecycle continuum, thereby eliminating the patchwork of disparate systems
that can hamper a company's ability to provide best-in-class service.
About Astea International
Astea International (Nasdaq: ATEA) is a global provider of software
solutions that offer all the cornerstones of service lifecycle management,
including customer management, service management, asset management, forward
and reverse logistics management, mobile workforce management and
optimization. Astea's solutions link processes, people, parts, and data to
empower companies and provide the agility they need to achieve sustainable
value in less time, and successfully compete in a global economy. Since 1979,
Astea has been helping more than 400 companies drive even higher levels of
customer satisfaction with faster response times and proactive communication,
creating a seamless, consistent and highly personalized experience at every
customer relationship touch point.
Astea and Astea Alliance are trademarks of Astea International Inc. All
other company and product names contained herein are trademarks of the
respective holders.
SOURCE: Astea International Inc.
CONTACT: Debbie Geiger,
Astea International,
Vice President,
Marketing,
+1-215-682-2500,
dgeiger@astea.com
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