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CSG^® (NASDAQ: CSGS) is transforming the way companies engage with their customers by arming today’s leading brands with future-ready, innovative solutions that drive extraordinary customer experiences.

With a customer-first culture dedicated to delivering results, CSG Field Service Management. These factors combined CSG’s breadth of experience and its leading-edge capabilities in machine learning and augmented reality led to CSG Field Service Management’s first-time placement in the 2021 Gartner Magic Quadrant for Field Service Management.

CSG FIELD SERVICE MANAGEMENT AVERAGED 4.6 OUT OF 5 RATING ON GARTNER PEERINSIGHT™

“Field service management is often the ‘last mile’ of customer service that can make or break your brand and your ability to win in the marketplace,” said Alfred Binford, president of customer engagement for CSG. “CSG Field Service Management delivers both agility and game changing innovation for our customers that lead to greater cost and productivity efficiencies. More importantly, it creates higher quality customer interactions that lead to elevated customer experiences. Gartner’s ratings are deeply respected in our industry, and it is a tremendous accomplishment to be in the Gartner Magic Quadrant for Field Service Management. CSG will build on this momentum with our unique domain expertise in serving communications service providers to enhance our solutions and help our growing global customer base transform ordinary customer experiences to be extraordinary.”

CSG Field Service Management is a global, award-winning, multi-industry, cloud-based platform that optimizes field service operations before, during and after the day of service. The solution enables field technicians and dispatchers to make informed decisions based on real-time, predictive data that offers intelligent insights and increases customer satisfaction. These capabilities combined with automated reporting and timely, relevant customer communications help companies deliver a superior customer experience, while enabling seamless operations for both dispatchers and technicians. CSG Field Service Management supports hundreds of thousands of technicians and dispatchers every day and is the engine that processes more than 100 million work orders every year for some of the world’s largest communications service providers.

With an average 4.6 out of 5 rating on Gartner PeerInsights™, customers have commended CSG Field Service Management as “[a] powerful workforce management solution” matched with a great customer experience, “thorough communication and the willingness to assist. It was a phenomenal experience with the whole team that made our product successful.”

For more information on CSG Field Service Management, visit https://www.csgi.com/portfolio/field-service-management/. To download the 2021 Gartner Magic Quadrant for Field Service Management visit https://info.csgi.com/FSM-GMQ-2021-Report.

Further Reading:

• Read more about Digital Transformation @ www.fieldservicenews.com/digital-transformation
• Read more about Automation on Field Service News @ www.fieldservicenews.com/sustainability
• Learn more about CSG Field Service Management, @ www.csgi.com/field-service-management/.
• Find out more more about CSG @ www.csgi.com
• Follow CSG on Twitter @ twitter.com/csg_i

CSG^® (NASDAQ: CSGS) empowers today’s leading businesses with game-changing communications capabilities that drive extraordinary customer experiences. With enhanced automation and an integrated, future-ready technology stack in mind, Shentel (NASDAQ: SHEN), a leading provider of telecommunications services across the mid-Atlantic United States, today uses CSG’s cloud-based Field Service Management solution to accelerate the company’s business transformation and deliver critical, high-speed broadband services to rural and underserved markets in the greater mid-Atlantic region.

With CSG as the backbone of Shentel’s operating support systems, the company has unified its operations to become a nimbler organization that can delight its customers by meeting them at the right time, on the right channels, via the right device.

CSG FIELD SERVICE MANAGEMENT ENHANCES SERVICE DELIVERY FOR SHENTEL, DELIVERING AUTOMATION AND FUTURE-READY GROWTH TO SERVE THE NEEDS OF THE RURAL MID-ATLANTIC REGION

“Investing in innovative technologies that power exceptional customer experiences is critical to Shentel’s mission to deliver compelling internet, voice and television services,” said Jeff Manning, vice president, operations, Shentel. “We specialize in providing advanced services to rural and underserved markets, because we believe that all consumers should have equal access to the essential products and services they need to live their lives. In the end, we chose CSG because their commitment to customer success matched our own, and their 25+ year expertise and leadership in field service management represented the best of breed solution we needed to deliver impactful results for our customers. With CSG’s cloud-based solution, we have the future-ready technology and automation we need to not only optimize the productivity of our technicians, but also exceed our customers’ expectations every step of the way.”

CSG Field Service Management  is a global, award-winning, multi-industry, AWS cloud-based platform that provides a holistic view of field operations. With this solution, field technicians and dispatchers can make informed decisions based on real-time, predictive data and staffing models that offer greater transparency to customers and lead to higher levels of customer satisfaction. These capabilities combined with automated reporting and relevant customer communications help companies create an unparalleled customer experience, while fostering seamless operations for both dispatch and field service employees.

“The future of field service management will require both digital transformation and business model changes that forward looking companies, like Shentel, will use as an opportunity to evolve their business,” said Alfred Binford, global head of customer engagement for CSG. “By moving their field service management operations to the cloud, Shentel is harnessing the agility and innovation of CSG to gain greater efficiencies that translate into higher revenue growth, but more importantly lead to higher quality customer interactions. With continuous enhancements deployed through CSG’s cloud architecture, Shentel can be confident in their ability to continue to help underserved markets into the future and bring more equity to the digital world.”

With CSG Field Service Management, Shentel can now:

• Achieve operational excellence: Leverage automation and real-time data to optimize everything from one hour appointment windows for customers to job scheduling. Easily manage complex resource profiles, such as skill and license dependencies, to match the right technician with the right job and efficiently manage field workload in real-time. Real-time reporting puts data in the hands of field supervisors to better equip them for boots-on-the-ground decision-making and enhances employee engagement while completing extra jobs per day.
• Deliver relevant, proactive customer communications: Keep customers engaged and informed with streamlined appointment selection, dynamic technician ETA notifications and automated communications via the customer’s preferred channel of choice. Easily communicate between customers and technicians to create satisfying, collaborative experiences for both parties that reduce missed appointments, lower operating costs and meet the customer at the right time on the right channel via the right device.

CSG Field Service Management is part of the company’s end-to-end customer engagement portfolio that provides flexible, personalized customer engagement solutions and a fully integrated approach that differentiates customer experiences in today’s digital world. The platform supports hundreds of thousands of field service users every day and is the engine that processes more than 100 million work orders every year for some of the world’s largest communications service providers.

Further Reading:

• Read more about Managing The Mobile Workforce @ www.fieldservicenews.com/managing-the-mobile-workforce
• Read more about Automation on Field Service News @ www.fieldservicenews.com/sustainability
• Learn more about CSG Field Service Management, @ www.csgi.com/field-service-management/.
• Find out more more about CSG @ www.csgi.com
• Follow CSG on Twitter @ twitter.com/csg_i

CSG has released CSG Field Service Management, an award-winning, cloud-based advancement of its Workforce Express product suite, enhanced to help companies integrate field service management into their overall customer experience. 

The CSG Field Service Management product suite transforms the way service technicians conduct their work, providing a real-time, 360-degree view of a company’s field operations:

• Global scalability and availability:  CSG, an Advanced Technology Partner in the Amazon Web Services (AWS) Partner Network, has extended its cloud-first approach to its Field Service Management product suite.  By hosting the product in the cloud, it provides CSG clients with global availability, scalability, and data security associated with cloud investment to meet and exceed their needs, in real-time.

• Real-time data: Pushes important and urgent information including real-time traffic, scheduling, and communication to field techs, agents, management and customers, while accommodating in-app communications between users, in real-time.

• Personalized, branded experience: CSG Field Service Management enables companies to customize how and when to communicate to its customers, utilizing channels such as email and the web to give customers real-time updates about their appointment including the ability to follow the technician while they are en route to the customer location.

• Optimized operations: Using a modernized user experience to more accurately reflect today’s field service personnel, CSG Field Service Management takes a data-driven approach designed to provide an integrated and proactive customer experience that optimizes operations and accelerates user adoption across a company.

• Automated scheduling: Automated appointments allows back-office service teams to focus on what is important, when it is important. Gives companies the ability to automate service provider arrival times, skills and scheduling constraints.

• Extensive suite of APIs: Integrates into any existing billing system and third-party applications. Integrate jobs from any order management system, track employee time, labor and inventory used from any ERP system. Automate equipment activation, warranty checks or customer signatures.

“CSG has been delivering field service management solutions to clients for more than 20 years,” said Chad Dunavant, head of global product management, CSG. “Leveraging our vast expertise in the FSM space, we are excited to introduce our modernized product suite to help maximize our customers’ worker productivity, while positioning the product to support the growing demands of the service ecosystem.”

CSG the trusted partner to simplify the complexity of business transformation in the digital age now offers even more ways for Pay-TV and other service providers to proactively communicate in real-time with consumers about their service appointments.

CSG's Where's My Tech solution offers a real-time view of a service technician's arrival schedule.

As part of CSG’s overall philosophy to enable an exceptional, interactive experience between service providers and their customers anytime, anywhere, on any channel, CSG now offers a real-time option for consumers to follow the arrival progress of a service technician.

Today’s digitally-savvy consumers are conditioned to receive updates from the companies they do business with at every step of the customer experienceThe new solution, named Where’s My Tech, is part of CSG’s field service management solution, Workforce Express (WFX), which offers the ability to get the right technician, to the right job, at the right time and now, can show consumers exactly where their service technician is and when they will arrive at the job site.

Where’s My Tech offers consumers real-time information about the status of a service technician appointment, enables consumers to digitally follow the technician while they are on their way to the service location, and receive email or SMS messages with the estimated arrival time of their technician’s arrival.

“Today’s digitally-savvy consumers are conditioned to receive updates from the companies they do business with at every step of the customer experience,” said Tim McElligott, senior consulting analyst at Stratecast | Frost & Sullivan. “When those real-time updates don’t happen, the customer experience is tarnished which can potentially have a negative impact on customer satisfaction, and even a Net Promoter Score.”

The Where’s My Tech solution is the latest enhancement to WFX, in addition to real-time traffic, capabilities announced earlier this year.

“CSG’s communications management solutions offer an integrated approach for service providers to manage and more actively engage with their customer interactions throughout the customer lifecycle,” said Chad Dunavant, head of product management, CSG. “This solution is the latest step we have taken to help our clients deliver easy-to-use, connected experiences that instantly raise the consumer experience to a new level.”

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