Virtusa Improves Field Force Worker Efficiency with Augmented Reality and AI
December 05 2019 - 8:00AM
Virtusa Corporation (NASDAQ GS:VRTU), a global provider
of digital strategy, digital engineering, and IT services and
solutions that help clients change and disrupt
markets through innovation engineering, today announced new
capabilities, including augmented reality (AR) based test and
diagnostic capabilities to improve the efficiency of field force
workers and help them improve customer service while reducing
average handling time.
Traditional Communications Service Providers (CSPs), wireless
providers, internet, cable, and satellite operators, along with
other managed service providers, typically have a large
contractor-based field force that must be trained to diagnose and
make repairs using a massive portfolio of products and
equipment.
Virtusa’s Smart Field Force Management Platform addresses these
issues by helping technicians quickly locate problems with minimal
training. Using AI, the platform provides guided resolution paths
for frequently encountered issues. The application is able to
automatically co-relate and initiate diagnostic tests based on the
type of issues reported. Using machine learning, the system is
being trained to recognize 20,000 different devices. This allows
field engineers to diagnose problems with minimal training.
Automated job closure notes allow better capturing of issue
resolution in the field, which in turn enables better analytics for
the product teams to improve product performance and capability
over time.
Using the new Virtusa Smart Field Force Management Platform,
CSPs can expect:
More Efficient Workforce – Using route
optimization and remote test and diagnostic capabilities to reduce
field operations by 60 percent, while delivering 30 percent
improvement in service engineer efficiency by identifying the main
fault location and common faults.
Save Time and Money – Up to an 80 percent
reduction in CapEx by consolidating eight devices into a single
mobile platform, making it quick and easy for service engineers to
identify issues.
Better Customer Service – Using detailed root
cause analysis to reduce repeat service calls by 50 percent, while
providing a 45 percent reduction in Customer-Premise Equipment
(CPE) issues through guided resolution steps.
The new platform is already in use by a large CSP in Europe that
provides fixed line, mobile, cable, and broadband internet services
to businesses and consumers. The solution enables over 4,000 field
technicians to use a single application that quickly identifies the
main fault location eliminating the multiple devices engineers use
to diagnose these issues.
“Customers today have a wide range of options for how to consume
products and services from CSPs,” said Frank Palermo, EVP,
technology, media, and telecommunications, Virtusa. “Additionally,
innovations around 5G will bring both immense opportunity and
challenge. The Smart Field Force Management Platform will help
improve customer service and reduce costs, enabling CSPs to better
compete in this increasingly crowded market.”
“Smart Field Force Management also provides real-time and
historical performance data to further enhance the diagnostic
capabilities across network and customer equipment,” says Ravi
Kumar Palepu, SVP, TMT solutions, Virtusa. “Technicians are now
able to quickly identify faults across the network and devices
avoiding guesswork and expensive equipment replacement.”
To learn more about Virtusa Communications offerings, please
visit: virtusa.com/industry/communications/
About Virtusa CorporationVirtusa Corporation
(NASDAQ GS: VRTU) is a global provider of digital business
strategy, digital engineering, and information technology (IT)
services and solutions that help clients change, disrupt, and
unlock new value through innovation engineering. Virtusa serves
Global 2000 companies in Banking, Financial Services, Insurance,
Healthcare, Communications, Media, Entertainment, Travel,
Manufacturing, and Technology industries. Virtusa helps
clients grow their business with innovative products and services
that create operational efficiency using digital labor,
future-proof operational and IT platforms, and rationalization and
modernization of IT applications infrastructure. This is achieved
through a unique approach blending deep contextual expertise,
empowered agile teams, and measurably better engineering to create
holistic solutions that drive business forward at unparalleled
velocity enabled by a culture of cooperative disruption.
© 2019 Virtusa Corporation. All rights reserved.
Contact: Ron Favali Conversion Marketing
Ron@conversionam.com 727-512-4490
A photo accompanying this announcement is available at
https://www.globenewswire.com/NewsRoom/AttachmentNg/4b6b6763-0339-4fbf-941c-1c34d723ce49
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