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CSG Real-Time Traffic Insights to Help Meet Service Technician Arrival Time Promises

April 10, 2018

CSG Delivers the Right Technician, to the Right Job, at the Right Time

GREENWOOD VILLAGE, Colo.--(BUSINESS WIRE)-- CSG (NASDAQ: CSGS), the trusted partner to simplify the complexity of business transformation in the digital age, announces the availability of new real-time traffic insights in its field force management solution, designed to boost the cable and satellite industry’s ability to get the right technician, to the right job, at the right time.

This press release features multimedia. View the full release here:

CSG Workforce Express offers real-time traffic data to help Pay-TV service technicians avoid traffic ...

CSG Workforce Express offers real-time traffic data to help Pay-TV service technicians avoid traffic delays and reach their jobs on time. (Photo: Business Wire)

CSG Workforce Express (CSG WFX) is now the only Pay-TV-specific field-force management solution to integrate real-time traffic data into its service technician routing capabilities. The solution calculates drive time from one job to the next by incorporating all real-time events, including traffic volumes, accidents, events and road closures for a precise route calculation. This allows field-based service technicians to take the most efficient routes and avoid delays so that promised appointment windows can be met.

“The average U.S. commuter spends 42 hours in traffic per year and loses $1,400 idling away gas. For service technicians who are on the road all day, traffic congestion not only impacts time and money, but also customer satisfaction and brand perception,” said Chad Dunavant, head of global product management, CSG. “Understanding what’s happening on the road in real-time is an important step toward meeting promised arrival times and improving customer satisfaction ratings.”

As proof of concept, CSG conducted analysis of one large market with 850 technicians performing 2,200 jobs per day and determined:

  • Technicians increased productivity by 2 percent, or added about 14 more jobs per day.
  • 4.7 percent of previously scheduled jobs were reassigned and optimized by the routing engine when real-time traffic incidents were considered.
  • Drive time decreased by 2.3 percent, resulting in 3.2 less total driving hours for the day.

CSG Workforce Express serves more than 60,000 field-based technicians worldwide. CSG WFX with real-time traffic insights is available now.

About CSG

CSG simplifies the complexity of business transformation in the digital age for the most respected communications, media and entertainment service providers worldwide. With over 35 years of experience, CSG delivers revenue management, customer experience and digital monetization solutions for every stage of the customer lifecycle. The company is the trusted partner driving digital transformation for leading global brands, including Arrow Electronics, AT&T, Bharti Airtel, Charter Communications, Comcast, DISH, Eastlink, iflix, MTN, TalkTalk, Telefonica, Telstra and Verizon.

At CSG, we have one vision: flexible, seamless, limitless communications, information and content services for everyone. For more information, visit our website at and follow us on LinkedIn, Twitter and Facebook.

CSG International
Elise Brassell, +1 303-804-4962
Public Relations
Liz Bauer, +1 303-804-4065
Investor Relations

Source: CSG International

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