SUWANEE, Ga., June 28, 2012 /PRNewswire/ -- ARRIS Group, Inc. (NASDAQ: ARRS) today announced that it has integrated its WorkAssure™ workforce management solution with SkyCreek's automated multichannel customer contact technologies. The integrated solution will allow a service provider already employing the ARRIS WorkAssure system to automate communications to customers, confirming their availability for scheduled appointments. Combined with the WorkAssure AutoETA module, this will enable service providers to provide automated day-before reminder times, notification for tech arrival time within a 30 minute window, and post visit surveys.
When a customer is not available for a scheduled service appointment, or is inaccessible, field-service providers waste time and money deploying their resources to non-productive jobs. WorkAssure AutoETA in combination with SkyCreek's INTERACT accommodate any multichannel customer interaction strategy, monitor and manage resulting customer experiences and adjust customer-specific contact and "do not contact" logic to achieved desired performance. Combined with the ARRIS WorkAssure system, which eliminates bottlenecks and inefficiencies on the dispatch and service side, the resulting solution virtually eliminates all factors contributing to wasted field-service resources.
"The integration with ARRIS provides an exciting new customer benefit," says Jack Havas, CEO, SkyCreek Corporation. "It offers a combined solution that automates the linkage between resource allocation and customer availability to minimize wasted deployments of field resources, increase customer satisfaction and further tighten appointment windows."
"We believe the WorkAssure AutoETA solution in combination with SkyCreek's solution will greatly improve how our customers manage their field-service deployments," said Deborah Horan, director, business development, ARRIS. "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."
for more information on the ARRIS WorkAssure workforce management solution.
ARRIS is a global communications technology company specializing in the design, engineering and supply of communications and IP technologies that support broadband services for residential and business customers around the world. The company supplies broadband operators with the tools and platforms they need to deliver and monitor advanced video, data and voice subscriber services, including whole home video across multiple screens, ultra high-speed data, personalized advertising and carrier-grade telephony. Headquartered near Atlanta, in Suwanee, Georgia, USA, ARRIS has R&D centers in Beaverton, OR; Chicago, IL; Cork, Ireland; Kirkland, WA; Redwood City, CA; Shenzhen, China; State College, PA; Tel Aviv, Israel; Wallingford, CT and Waltham, MA, and operates support and sales offices throughout the world. Information about ARRIS products and services can be found at www.arrisi.com.
SkyCreek is providing the next generation of high-performance contact and customer experience management solutions to enterprise contact operations needing to move from basic capabilities to advanced levels of contact performance, cost containment and customer experience. With nearly 20 years of experience managing some of the largest automated customer contact operations in North America, SkyCreek has expertise in optimizing multi-channel (voice, email, txt) contact strategies and techniques. SkyCreek provides dedicated campaign management, hardened, best-practice contact management technologies, and a performance-based business approach to every customer operation we support. More information about SkyCreek can be found at www.skycreek.com
SOURCE ARRIS Group Inc.