World-leading Telecommunications Solutions Provider Selects Astea To Automate, Mobilize And Optimize

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26th October 2010, 03:41am - Views: 872

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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

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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. Service Smart. Enterprise Proven.

    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, 




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