Cox picks TOA Technologies for workforce management systems

TOA Technologies (TOA) today announced that it will be the exclusive provider of customer appointment and mobile workforce management systems for Cox Communications.

TOA’s SaaS Customer Appointment Management (CAM) offering will help Cox schedule, route and manage its nearly 6,000 field service technicians from coast to coast.

Cox will deploy TOA’s platform in all 18 of its operating systems, consolidating its workforce management solutions into a unified, Web-based platform powered by TOA. Cox’s dispatchers and field service technicians will wirelessly access ETAdirect on handhelds, laptops and desktops to deliver enhanced service to Cox customers.

Among other benefits, ETAdirect will provide more accurate estimations of appointment time, allowing for calls to customers when the technician is en route and less than 60 minutes away.

“Our goal with iWerks is to transform installs and trouble-shooting visits to the most customer-friendly event it can be,” said Catherine Mitchell, VP of field services at Cox Communications. “The TOA platform allows our technicians to be more responsive to our customers’ needs while also being more efficient and effective on the job than ever before.”

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