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The service-provision 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 adhering to the service center's best practices. At the same time, they are also responsible for meeting their own service goals (e.g. service time, sales quotas). However, since service organizations lack real workflow-level visibility, they cannot determine whether individual service processes perform well, identify workflow bottlenecks and their causes, or evaluate overall service-flow performance.
While numerous quality-monitoring systems monitor (and provide screenshots of) voice interactions, and many application-management systems monitor application-response times, Composia's Service-Flow Monitor™ uniquely monitors the progression and behavior of the service process itself.
For Service-Flow Monitor™ to conduct service-flow monitoring, noteworthy service events are initially identified. At runtime, occurrences of these events are tagged and logged into a service-event warehouse. Service-Flow Monitor™ then analyzes both overall service flow and specific CSR behavior and performance, enabling organizations to improve agent effectiveness, enhance service quality, and increase customer satisfaction.
Service-Flow Monitor™ also provides organizations that outsource their service-center activity with SLA visibility at the process-performance level. In addition, the system analyzes workflow statistics via a range of parameters such as CSR or service type, generating reports that help organizations identify workflow bottlenecks and pinpoint CSR performance problems.
Product Features
- IT-environment independent: Service-Flow Monitor™ 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 Monitor™ 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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