|
The service-provisioning process in customer-facing organizations is highly complex. CSRs are required to follow multiple business-process segments (e.g. new order initiation, bill payment) over multiple business applications (e.g. billing, ERP, CRM), while meeting their own service goals (e.g. service time, sales quotas). At the same time, they are required to adhere to the service center’s best practices and compliance guidelines.
However, these best practices and guidelines are often in a state of flux and not managed via a single service application (guidelines and procedures information usually is scattered across a few applications.) Moreover, applying the appropriate practice or guideline is highly context sensitive, and needs to be interconnected with the exact service scenario and customer data. This makes the task of adhering to such best practices and compliance guidelines nearly impossible.
While quality-monitoring systems help detect, in hindsight, cases where compliance rules were not met (i.e. via inspection of recorded material), the ultimate goal is to empower CSRs, in session time, to comply with the most up-to-date, best practices and procedural guidelines.
Service-Flow Adviser™ identifies compliance-sensitive scenarios, in session time, at the individual CSR level. Then it presents the CSR with a predefined customized procedure to help the agent comply with the relevant procedure.
For Service-Flow Adviser™ to provide in-session, service-flow guidance, advice-related service scenarios based on any combination of in-session application and data settings are initially identified. Then when such a scenario transpires in session time, Service Flow Adviser™ pops up the relevant context-sensitive advisory note or procedure.
Product Features
- IT-environment independent: Service-Flow Adviser™ 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 Adviser™ 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
|
