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Every second really counts for customer-facing service organizations. But improving service-flow efficiency while not adversely impacting service-flow effectiveness is extremely challenging. In a typical service session, CSRs must execute multiple service events over multiple applications that are running across multiple platforms, while adhering to best practices and meeting their own service goals. As a result, they waste valuable time cross-navigating among diverse applications, researching information, and manually re-keying data - which also can lead to costly data input errors. At the same time, organizations must invest greatly in CSR training to help agents master this complexity.
Composia's Service-Flow Accelerator™ helps CSRs seamlessly and rapidly navigate across multiple applications during the course of a service session. Automating repetitive workflow segments, Service-Flow Accelerator™ helps service organizations achieve peak service process performance.
Service-Flow Accelerator™ enables the context-sensitive popping up of any service application, regardless of platform or program, based on data originating from another application or collected by a telephony or IVR system. As a result, when CSRs are working with an application and the service flow requires switching or copying data to a second application, the latter application is automatically popped up. The required screen, window and record (e.g. customer or product record) are then automatically located, and the information is automatically copied. With Service-Flow Accelerator™, CSRs rapidly proceed with the service flow without wasting time switching applications, locating screens and records, or re-keying information.
Managing best practices for service efficiency at the CSR level in "real-session" time, Service-Flow Accelerator™ enables service organizations to reduce service-flow time, improve agent effectiveness, and lower training costs.
Product Features
- IT-environment independent: Service-Flow Accelerator™ is built to operate seamlessly in highly heterogeneous IT environments, offering total service-event and application-platform coverage, including Windows®, J2EE, Web, console/DOS, AS400, and mainframe.
- IT-environment impact free: Service-Flow Accelerator™ is non intrusive, requiring no back-end integration, which means:
- No need to "touch" or modify any existing applications
- No dependency on APIs of existing applications
- No need to know or access data models of original applications
- Full implicit compatibility with all EAI solutions
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