Dish taps TOA for mobile workforce management

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Dish Network (Nasdaq: DISH) has deployed a cloud-based mobile workforce management solution from TOA Technologies to help centralize operational processes and improve efficiency for its field tehnicians.

Various pay TV operators have been making strides to improve the customer experience, and while those efforts are sometimes focused on how customer service reps at call centers interface with the customers, stepping up field service efficiency is another important piece of the puzzle.

Dish is using TOA's ETAdirect platform, which helps consolidate technical field service operations and align all field service activities in a single cloud-based system that provides a single view of what is going on in the field. Different parts of the service provider organization can access ETAdirect to manage customer appointments and conduct other functions that are part of the service delivery process.

The platform uses a patented approach to time-based predictive analytics technology and a routing and scheduling optimization engine capable of routing more than 10,000 jobs in four minutes. It also leverages a device-agonstic HTML5-based mobile application to communicate with mobile workers via tablet PC or smartphone. Dish and TOA claimed this is the largest deployment of tablet-based mobility to a field workforce thus far.

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