Arris Group has integrated its WorkAssure workforce-management solution for cable operators with SkyCreek's Interact multichannel customer-contact system to automatically send customers confirmations of scheduled appointments.
According to the companies, the integrated solution -- when combined with Arris's WorkAssure AutoETA module -- will let service providers provide automated day-before reminder times, notifications for tech arrival times within a 30-minute window and post visit surveys.
"We believe the WorkAssure AutoETA solution in combination with SkyCreek's solution will greatly improve how our customers manage their field-service deployments," Arris director of business development Deborah Horan said in announcing the partnership. "It removes virtually all bottlenecks in the field-service process, saving service providers and operators valuable resources which would otherwise be allocated to unproductive appointments."
Herndon, Va.-based SkyCreek claims it has nearly two decades of experience managing "some of the largest automated customer-contact operations in North America." Its Interact system is designed to optimize voice, email and text-messaging contact with customers.