Overview

From the point at which a customer enquiry (or other item of work) arrives into an organisation it progresses through a defined series of steps through to eventual completion. Both the overall customer experience and the cost of servicing that item of work depends entirely on how well that workflow is understood, implemented and managed.

By formalising and standardising key business processes it is possible to substantially improve an organisation’s contact centre scalability whilst reducing costs and improving customer satisfaction. As tasks and responsibilities are better defined, documented and supported, then agent efficiency is improved whilst simultaneously reducing the required skills levels and training requirements. Quality is improved by virtue of improved consistency and repeatability with improved management visibility. Overall, the control of all business process issues is improved.

By considering the end-to-end process rather than focussing on first time response, interoperation between the front office and the back office can be streamlined, eliminating the costly inefficiencies and delays that so often detract from the overall customer experience to support first time resolution.

For these reasons, numero interactive incorporates a powerful and sophisticated workflow engine which allows business analysts to define and streamline multi-step business processes using a combination of workflow semantics, business rules and standard operations. So no matter how complex your business, be this regulatory enforcement, long case management or complicated multi case scenarios, numero can help sreamline and improve the customer and task journeys.

• Powerful enrichment technologies, allowing automated CRM and accurate workflow
  routing.

• Multi-channel categorisation and ‘tagging’ of work supports optimal use of
  contact centre staff to correctly prioritise and route work to maintain service
  levels. Work is automatically collated into the correct Customer and Case.

• Workflows combine manual and automated steps; manual steps incorporate SLA & skills
  based queuing and routing.

• Processes are automated where possible, or streamlined by incorporating automated
  steps wherever possible. Automated multi-channel service level management ensures
  manual tasks are correctly prioritised and handled by appropriate resource.

• Simple incorporation of FAQ and Knowledgebase content into automated responses
  across all channels and languages.

• Consistent high quality customer responses with reduced contact centre costs.

• Simple incorporation of powerful case management capabilities.

• Simple personalisation and optimisation of the customer experience to drive
  increased customer loyalty and customer value.

• Integrated business rules engine to unambiguously implement complex business
  logic without programming.

• Increase transparency and agility by empowering the business with simple
  business-rule driven configuration of processes and responses.

• Powerful outbound response composition, document production and multi-channel
  notification processes with integral quality management.

• Consistent high quality multi-channel customer responses with reduced contact
  centre costs.

• Integral recovery, bulk backlog processing, quality assurance, monitoring
  and management capabilities.

• Robust capabilities proven in even the most adverse operational conditions.

• Business activity management to monitor and manage every aspect of the business
  process.

• Identify and address bottlenecks, monitor and improve customer service and
  agent efficiency.