Automated Workforce Management | Right Staff, Right Time | CSG

Optimize your field services today

CSG FSM is an AI‑driven platform for cable, broadband, and fiber providers that handles everything and uses real-time on-the-field updates to optimize routes and make every job run smoothly.

High-volume scheduling engine
Dispatcher console
Technician mobile app
Real-time data, updates, and insights
Automatic appointment rescheduling and re re-optimization throughout the day

Manage your field day in one platform

With CSG FSM’s AI-driven optimization, live tracking and data, you can plan and execute every step of field service and even make adjustments in real time to get maximum results.

Automatically build schedules that factor in skills, travel time, SLAs, job duration, and priorities across thousands of daily jobs. As reality changes—overruns, cancellations, emergencies—CSG FSM automatically re‑balances routes so your plan stays realistic without manual reshuffling.

Get planning right with optimized scheduling

Maximize efficiency and customer satisfaction with CSG FSM

Without adding headcount, you can quickly and automatically make your field services more efficient, more reliable and less costly with the AI-driven power of CSG FSM.

Limit wasted miles and overtime

With automatic scheduling and real-time re-routing, cut wasted miles, truck rolls and overtime and move your budget to productive work.

Industries

Operation optimization for CSPs

CSG FSM is purpose-built to simplify operations and maximize field service efficiency for any telecom industry.

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Telecom-grade automation, proven at scale

95M+

work orders per year

98%

increase in on-time arrival

73%

increase in same-day appointments

3.2

fewer drive hours per tech, per day

Security

Built-in trust for a connected world

Digital transformation that’s as safe as it is swift, from secure cloud deployments that protect subscriber data to automated fraud testing that stops revenue leakage before it starts.

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Make your field services more timely and efficient

Make your field operations run smoothly and effectively without adding headcount or operational stress with the AI-enabled capabilities of CSG FSM.

Frequently asked questions

Field service management (FSM) covers the end-to-end orchestration of work in the field—scheduling, dispatch, technician enablement, and customer communications. Workforce management focuses on the labor side: forecasting demand, managing capacity, and planning technician shifts. FSM handles both, combining real-time dispatch automation with robust labor forecasting and resource planning tools in a single, integrated platform.

The platform uses Automated Dispatch, which runs continuously and factors in technician skills, proximity, shift constraints, and real-time traffic to assign the best tech to every job. When conditions change (e.g., cancellations, early completions, no-shows) the system dynamically re-evaluates and reassigns work without dispatcher intervention. Optimized Appointment Scheduling keeps utilization high while protecting customer appointment windows, even as the day evolves minute by minute.

The platform was built for broadband and cable operations and is actively being expanded to support maintenance and construction workforces on the same consolidated platform used for residential field service. It can schedule planned network maintenance events, plant maintenance, and trouble tickets alongside standard installs and service calls—managing shifts, routing, and capacity across all lines of business from one system.

No replacement required. Field Service Management is designed to integrate with your existing systems (billing platforms, CRMs, order management, network management, and ticketing systems) through an open REST API framework and Kafka event notifications. Work orders from any source are standardized, enriched, and orchestrated into the platform, while real-time updates flow back to your upstream systems automatically. You keep what works; Field Service Management connects it all.

CSG Field Service Management supports over 100,000 field service users and processes more than 100 million work orders per year across some of the largest cable and broadband providers in North America. It has successfully onboarded workforces of 11,000+ technicians in under three months and 17,000+ technicians in under five months, with no Priority 1 issues. Hosted on AWS, it scales elastically to match your operational demands—whether you're growing or managing peak periods.

Awards