Supporting connected customers in a digital world requires agility and speed. CSG Workforce Express is the communication industry’s leading field service management platform, enabling more than 60,000 technicians, dispatchers and routers in North and South America to fulfill more than 87 million work orders every year. CSG Workforce Express accounts for all factors that impact field service in a given day, improving the digital customer experience and significantly empowering field resources to support the connected customers’ needs.

Optimize Operations

CSG Workforce Express significantly improves productivity and lowers costs by dynamically choreographing every aspect of field service—resources, scheduled appointments and factors such as traffic—and proactively addressing changes in real-time. Workforce Express utilizes advanced decision-making algorithms and industry best practices to help you optimize your entire service operation, before, during and after day of service.

  • Resource Planning and Management—Optimize availability to fit demand
  • Scheduling and Dispatch—dynamically evaluate technician assignments and optimize based on changing conditions (cancels, reschedules, traffic, job scope and duration, and more
  • Mobile Field Apps—Keep customers and technicians informed on the go
  • Customer Experience—Proactively communicate with customers on their preferred channel
  • System Integrations—Connect multiple billing systems with open APIs

Download the Workforce Express Datasheet

Manage the Moment

Traffic incidents happen. Customers cancel without warning. This forces operators to react to change rather than be proactive. CSG Workforce Express manages the moment, giving digital service providers an edge in delivering a truly connected customer experience.

CSG Workforce Express has helped clients:

  • Increase daily booked jobs by 73% in daily booked jobs in just one market, equating to millions in increased productivity
  • Dynamically identify unused capacity enables client to add 4,800 new installs or 9,600 trouble calls/month without adding new resources or relying on third parties 
  • Freed up capacity enables client to generate $5.8 million in new annual revenue and $7.6 million in lowered costs

See how CSG Workforce Express helped a Tier One North American Cable Provider

Work with a Proven Leader

CSG International (NASDAQ: CSGS) is the largest field service management solution provider to Tier 1 digital service providers in North America, and the trusted global partner to help field service management clients increase operational efficiency and improve customer satisfaction. Leveraging over 30 years of experience and expertise in voice, video, data and content services, CSG delivers market-leading revenue management and customer interaction solutions in licensed and managed service models.

The company drives business transformation initiatives for the majority of the top 100 global communications service providers, including AT&T, Charter Communications, Comcast, DISH, ESPN, Media-Saturn, Orange, Reliance, SingTel Optus, Telefonica, Telstra, Vodafone, Vivo and Verizon. For more information, visit our website at www.csgi.com.