Value Delivered
Key Benefits/Value
- Single, integrated communication & process platform is state- and event-driven and rule-based (data-driven)
- GOAL-oriented planning allows direct connection with financial targets and strategic objectives
- Holistic customer view for end-to-end case management
- Out-of-the-box shared case folder with different views based on case status and user
- Closes the loop with integration of inbound and outbound communication for full-circle response
- Collaborative process for transparency and efficiency
- Secure team access to case information
- Single point of access to all information
- Reduced data entry errors
- Efficient, centralized output management
- Interface with all business applications and legacy systems
- Any document type or object can be added to the case
- All cases centrally stored
- Enhanced consistency and compliance with internal and external regulations
- Flexibility for automation of all processes and future business changes
- Archiving with retention policies
- Increased operational performance and results
- Optimization of case worker’s time
- Increased efficiency in time to market
- Reduced implementation, maintenance and development costs
- Reduced manual operations and minimal duplication of documents and data
Key Features
- GOAL-oriented definition of case work in a hierarchy of goals and business rules
- State/event driven definition of tasks and data/content artifacts
- Unknown events do not cause a process exception but are handled through added goals
- Shared case folder available to authorized users working on the case subject to specific security and access control rules
- User authorization and authentication
- Auditing
- Change management, digital signature, versioning, variant control
- Support for collaboration – chat, e-mail, phone
- Real-time access to common case data, documents and activity
- Activities, to-do’s, check lists
- Calendar
- Inbound and outbound communications
- Tasks with priority and deadlines
- Customizable views can include different information, such as
- Form showing case data or content
- Tasks history
- Discussions
- Dashboard
- Automatic process discovery and implementation in real time (UTA & Activity recorder)
- The Activity Recorder/Player supports the employee, minimizes user interaction and reduces errors
- Recorded activities can be reused
- User Trained Agent supports employee decision-making, learning from observed patterns
- Classification and extraction of data of inbound mail, fax and emails
- Integrated outbound correspondence system
- Generate and respond to letters, cancellations and claims
- Access through browser or fat client interfaces
- o Accessible to clerks, sales, business partners and customers
- Business application and legacy system integration
- Wide range of Adapters and Typemanager interfaces
- Comprehensive document and object support – MS Office, SMS, chat session, wiki pages, HTML, XML, PDF, audio, video, CAD CAM, X-ray, photos, etc.
- Long-term archiving of the case and its content with retention policies
- Monitoring tools and views suitable for reactive or proactive approach
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| Case contains inbound and outbound correspondence (click image to zoom) | Inbound document: hand written, scanned (click image to zoom) | Create outbound document (click image to zoom) |
