Customer Interaction Management solutions are not normally associated with the complexities of Enterprise Case Management. Uniquely, numero interactive is able to fulfil both roles, supporting both the ‘one and done’ interactions typical of customer service and managing the lengthy end-to-end management of complex enterprise cases through to defined resolved ‘outcomes’.

In a typical case management scenario, a case (like an appointment, enforcement, complaint or return) will progress or regress through a number of states until it reaches one of a number of defined outcomes. Each case (or indeed sub-case) can have any number of attributes that are used to both manage and record the properties of the case. These attributes may be combined with external and timed events and used by the numero rules engine to progress the case to the next logical state.

Each case state is likely to be associated with one or more business process workflows, which through a combination of back office integration and human intervention, will progress the specific case task through the workflow process towards an eventual conclusion.