solution

Smart Field Force Management Platform

Powered by Augmented Reality (AR) and Artificial Intelligence (AI)

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Improve efficiency from job initiation to closure delivering right first-time resolution.

Finding and resolving connectivity faults and achieving right-first-time is crucial to a CSPs success. Some of the key challenges CSPs face are repeat trucks rolls, lack of real-time network information, manual correlation and assessment, and inefficient scheduling processes.

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Virtusa’s Smart Field Force Management platform

Offers an AI-driven test and diagnostics platform supported by a smart unified mobile app to facilitate real-time diagnostics, optimize workforce efficiency, and deliver enhanced field experience.

Field Force Management Solutions

The solution uses smart tools for fault identification and resolution, enabling field engineers to confidently resolve customer complaints while freeing up time to focus on customer engagement. The solution improves engineer efficiency from monitoring to diagnostics and delivers right-first-time resolution. 

The solution seamlessly integrates with Customer Relationship Management, Network Management System and test and diagnostics tools to provide:

  • Customer insights and product recommendation
  • Historical analysis of network behavior and service SLAs
  • AR guided resolution
  • Real-time test and diagnostics with detailed root cause analysis
  • Real-time dashboard on service availability
Field Force Management Solutions - Features
Key features

The AR-driven mobile app solution replaces multiple hand-held devices and improves field engineer efficiency by enabling field engineers to perform real-time remote tests and diagnostics, identify main fault locations, historical analysis of network behavior, and more.

 

The solution has a rich set of tools and capabilities:

  • AI-powered engineer scheduling and appointments
  • AR-enabled mobile app for inventory identification and task resolution
  • Text summarization and analytics for prepping the engineer for the task
  • NLP to capture engineering notes
  • Knowledge base powered guided resolution

Key benefits


Enabling field engineers to deliver a great service experience and reduce costly repeat truck rolls
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Higher accuracy through guided resolutions

Improvement in field service efficacies

Reduced truck rolls and average handling time

Success story

Virtusa delivered an intelligent test, diagnostics, and monitoring platform for the largest cable operator in US

The intelligent test, diagnostics and monitoring platform reduced 30% of job handling time and increased 50% in remote diagnostics through network monitoring platform 

Success story

Virtusa helped slash costs and equipment swaps for a large European communication services provider

Virtusa devised a smart field engineering mobile app replacing 8 devices with tech-tools and standalone features facilitating signal strength analysis & real-time diagnostics. The solution provided capabilities like rules-driven diagnostics system with historical data, interactive graphs, and fault localization delivering 60% reduction in equipment swaps and 30% reduction in fault diagnostic cost

Success story

Virtusa reimagined the end-to-end field service experience for a global communication services provider

Enhanced engineer efficacy by delivering self-service, intelligence, and insights hub capabilities. This enabled ~ $1.2 M reduction in OPEX during the first year and reduction in average job handling time from ~ 2 hours to 22 minutes.

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Learn how you can reduce the cost of Field Service Operations with Virtusa Smart Field Force Management Platform.

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