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Broadband provider Virgin Media has taken additional steps to improve its UK customer services operation.

The fibre-optic broadband provider has invested in an on-demand mobile workforce management solution from TOA Technologies in a bid to better schedule home engineer visits.

According to Virgin Media, the deployment has been made in a bid to narrow customer appointment windows and improve the overall subscriber experience.

Dispatchers can now quickly compile field workforce schedules before the start of the working day and respond more effectively to last-minute schedule changes, the firm claims.

Paul Buttery, Chief Customer and Networks Officer of Virgin Media, said the TOA solution offers the scope to improve technicians' working day by giving them tighter routes with less travel time.

"We challenged TOA to integrate into our complex IT architecture and deploy across our large user base in record time, and they have clearly delivered," he stated.

Last week, the internet service provider launched its new Digital Home Support Service, which is designed to help customers solve technical problems with their broadband connections.

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