TOA Technologies Helps Cox Streamline and Enhance its Award Winning Customer Service

TOA Technologies Helps Cox Streamline and Enhance its Award Winning Customer Service

Cox Bolsters its Industry-Leading Customer Care With TOA's Customer Appointment Management Software-as-a-Service (SaaS) Solution

CLEVELAND, June 25 /PRNewswire/ -- TOA Technologies (TOA), the leading provider of Web-based software solutions for companies managing mobile workforces, today announced it will be the exclusive provider of customer appointment and mobile workforce management systems at Cox Communications, the nation's third-largest cable and broadband communications provider. TOA's SaaS Customer Appointment Management (CAM) solution, ETAdirect, will help Cox schedule, route and manage its nearly 6,000 field service technicians from coast to coast.

Cox will deploy TOA's solution in all 18 of its operating systems, consolidating its workforce management solutions into a unified, Web-based platform powered by TOA. Cox's dispatchers and field service technicians will wirelessly access ETAdirect on handhelds, laptops and desktops to deliver enhanced service to Cox customers. Among other benefits, ETAdirect will provide more accurate estimations of appointment times, allowing for calls to customers when technicians are en route and less than 60 minutes away.

Cox and TOA have worked to create a unique Web-based portal for managing all field service activities. The portal, called iWerks, is an easy-to-use, flexible framework that delivers a wealth of online tools and resources to Cox field service technicians nationwide. This collaborative iWerks platform will include immediate access to ETAdirect's modular system, and also serve as an interface to a portfolio of "mashup" applications, enabling technicians and dispatchers to have the tools necessary to view all customer care tasks, including customer feedback, customer history, home certification and diagnostics tools, as well as a shared knowledge base and other essential communications tools.

"The solution we've developed with TOA will help Cox continue its leadership in customer care within the cable and telecom industries. Our goal with iWerks is to transform intalls and trouble-shooting visits to the most customer-friendly event it can be," said Catherine Mitchell, vice president of field services at Cox Communications. "The TOA platform allows our technicians to be more responsive to our customers' needs while also being more efficient and effective on the job than ever before. With all the tools they need at their fingertips, iWerks will allow our technicians to dramatically improve customer satisfaction and further Cox's effort to be the most trusted provider of communications and entertainment services in our markets."

TOA's SaaS solution is a holistic, integrated and customer-focused approach to field service management that combines advanced Web-based mobility technologies, predictive intelligence and interactive customer appointment communications. TOA's unique platform, which recently garnered a "Visionary" status by Gartner's Magic Quadrant for Field Service Management, provides Cox with critical real-time CAM information for dispatchers, technicians and customer service agents. The first phase of the platform will include ETAdirect's popular applications, including predictive analysis of capacity planning based on historical patterns and geographic location, accurate technician arrival time prediction, and dispatch and monitoring guidance that supports installation, service and repair, maintenance and contractors. These applications are viewed in one easy, interactive customer communications program that enables Cox's customers to opt-in to respond to estimated time-of-arrival notifications and automated post-appointment surveys that capture customer feedback in real time.

ETAdirect is a zero-footprint SaaS Web application that can be accessed from any Internet-enabled device, including mobile phones, PDAs and laptops. This economical approach eliminates hardware, maintenance and human resource costs, providing the most cost effective solution. By eliminating the "window pain", TOA strengthens the service provider's single-most vital link to its customers - the in-home appointment. Immediately upon the deployment of their solution, TOA clients worldwide have found that enhancing the customer experience by better managing the mobile workforce produces measurable increases in productivity, customer satisfaction and significantly, overall revenue.

"Cox is devoted to delivering the ultimate service appointment experience and is embracing new technology to support its large mobile workforce," said Yuval Brisker, president and CEO of TOA. "TOA is proud to play a key role in helping Cox deliver on its bold customer commitment and to ensure Cox customers remain at the center of every customer-service transaction."

The full deployment of ETAdirect by Cox follows TOA's other recent milestones, including securing a $13 million round of financing in June led by Intel Capital and deploying CAM to ONO, Spain's largest broadband communications provider.

About TOA Technologies

A leader in Software-as-a-Service (SaaS) solutions focused on managing mobile workforces, TOA Technologies for the first time brings global enterprises a holistic approach for Customer Service Management, which enables a dramatically enhanced customer experience. With a quick time to market and Web-based flexibility, TOA's ETAdirect solution provides unparalleled cost savings, an immediate Return on Investment and increased productivity. Recently named a Visionary in Gartner's annual 2008 Magic Quadrant for Field Service Management, TOA Technologies is headquartered in Cleveland, Ohio, with offices in Amsterdam, The Netherlands. For additional information please visit www.toatech.com.

Media Contact:
Nina Velasquez
Kwittken & Company
646-747-7161
nvelasquez@kwitco.com

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Web sites:

http://www.toatech.com

Source: TOA Technologies

CONTACT: Nina Velasquez, +1-646-747-7161, nvelasquez@kwitco.com, of
Kwittken & Company for TOA Technologies

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