Convergys Field Service Manager
Economic Resource Optimization for Service Delivery Management
The communications industry depends
on delivering products and services to the
customer and meeting important standards:
quality, timeliness and dependability—all
while improving the customer experience
and loyalty.
However, communications service providers
face any number of problems when delivering
service in the field: real-time scheduling
problems, demand predictions that are
more often wrong than right, under-utilized
resources and out-of-control fuel costs.
Convergys understands the challenges of
service supply chain management from
scheduling service appointments with
customers, to cost-effective, resourceful
management of a field service workforce.
We offer solutions that allow service
providers to integrate, automate and
optimize the performance of their distributed
service operations.
Convergys Field Service Manager
The Convergys Field Service Manager enables
service providers to predict service demand,
then plan, schedule and execute service
delivery in a way that maximizes value across
their extended enterprise.
Included in the Convergys solution is the
proprietary Economic Resource Optimization
solution (ERO) that utilizes model-based
artificial intelligence which:
• Applies best-in-class optimization to the
global service delivery lifecycle
• Evaluates economic impact of each action
• Maximizes business performance
Optimization modules synchronize intelligent
decision making across the service delivery
lifecycle for all service-related functions
—from territory and resource planning,
through customer appointment scheduling
and consultant/technician optimization.
The Convergys solution is revolutionizing
communications service delivery by allowing
service providers to aggressively plan,
route and schedule resources to respond
to customer demand while optimizing field
operations and reducing costs. Service
providers are then able to monitor, manage
and optimize specific business elements
such as:
• Travel and fuel costs
• Skill and license compliance
• Consultant/technician
– Skills
– Compensation
– Availability
– Efficiency
• Service Level Agreements
• Continuity of care
• Contact intervals for recurring work
The combination of leading edge algorithms and applications,
deep expertise in the communications industry, and client-
focused business services, creates a solution to help service
providers excel and succeed.
Functional Highlights
The Convergys Field Service Manager provides an economic
analysis of various long-term and short-term operations. This
examination provides the guidance to analyze all potential
courses of action, which enables service providers to steer
business to optimum productivity, superior profitability
and outstanding client accolades. Specific elements of the
planning process include:
• Operational Simulation and Analysis—Analyzes historical
and predictive data to identify specific improvements and
quantify the associated value of each
• Territory Planning—Determines optimized geographical
territories and resource levels required to meet forecasted
service demand
• Multi-day Planning—Optimally distributes work
across any number of future days to maximize net business
value.
• Appointment Scheduling—Intelligently schedules
appointments via call centers, the Web, or local service
centers based on the availability of appropriately
skilled resources
Additional Capabilities:
• Map-based dispatch with street-level routing for improved
dispatch visibility, response time, decision-making and
rapid system adoption
• Management-by-exception monitor panels and filtering
which let the dispatcher focus on situations requiring
his or her attention—so that dispatchers spend less time
monitoring daily events
• Scalable, multi-region dispatching that enables the
system to scale as new field service representatives
and/or dispatchers are added—and support real-time
simultaneous dispatching of multiple geographic regions
Benefits
Convergys provides the following benefits to meet and exceed service
providers’ need to integrate, automate and optimize the performance of
their distributed service operations:
• Optimized service delivery resulting in narrower time windows, Convergys Field Service
better on-time performance, reduced drive time and mileage,
minimized overtime and complex skill set matching
Managers typically deliver
• Increased dispatcher efficiency with intuitive user interfaces, which operational efficiency gains
help dispatchers maximize accuracy, reduce errors and successfully
of 15% to 25%, and reduce
manage a greater number of resources in the field
• Improved field productivity based on wireless access to key
mileage by 30% to 50%.
information, intelligent closeout screens and support for
field upselling
With these efficiencies,
communications service
providers can deliver high-
value services that improve
customer retention and
provide rapid, tangible
return on investment.

North America
Phone +1 513 458 1300
US Toll-Free 800 344 3000

Europe, Middle East & Africa

Phone +44 1223 705000

Latin America
Phone +55 11 5504 6800

Asia Pacific
Phone +65 6557 2277

About Convergys
Convergys Corporation (NYSE: CVG) is a global leader in relationship management. We provide
solutions that drive more value from the relationships our clients have with their customers and
employees. Convergys turns these everyday interactions into a source of profit and strategic
advantage for our clients. For more information, visit www.convergys.com

Convergys and the Convergys logo are registered trademarks of Convergys. Convergys refers to Convergys Corporation and its
wholly owned subsidiaries. ©2008 Convergys Corporation. All rights reserved. FS4-224N Field Svc Mgr 8.2008