Follow-up, Treatment and Incident Classification Tool

The solution allows Operators to have an effective typification of incidences and also to obtain statistics to make fast decisions, optimizing associated processes and reducing Average Handle Times.
Being an application available under the Software-as-a-Service model, the Operator has multiple benefits such as a fast deployment without initial investment, growth related to usage and minimum maintenance tasks.

Key Features

	Share Versatile and dynamic tool Web application. Software-as-a-Service mode. User-friendly interface.

	Decision tree management Decision tree creation, elimination and modification. Nodes made up of text, icons, images and multimedia. Multiple node management controls. Linking of different trees. Publishing/ Unpublishing Functionality.

	Category management 3 (three) typification levels: category, sub-category and type. Category creation, elimination and modification. Identification of abrupt call ending. List of categories.

	Integration interface HTTP interface to link external systems. Automatic typification. Access authentication. Customer, case and user identification.

	Incident Dashboard Incident statistics by category. Configurable visualization dates and times. Daily statistics. Average duration of incidents by category. Visual indicators of tendencies. "Automatic" update mode.

	Reports 3 (three) report generation modes: PDF, Excel and Graphic. Number of incidences by category and user. Number of incidences categorized by user. Average duration by user and category. Online users. User log.

Business Processes Automation

Proven Scalability and Reliability

Maximize ARPU and Minimize Churn Rate

Enhance Customer Experience

Create New Business Models

Improvement of main indicators

Reduction of Average Handle Time (AHT) that allows lowering the costs associated to Call Centers.

Increment in First Call Resolution rate (FCR) from a complete information base provided by Support to the CSR.

Increment in the Real Time Solution (RTS) rate with direct impact on costs associated to truck rolls.

Decision tree management

Creation, modification and elimination of trees that guide the CSR in the resolution of the incident.

Nodes made up of text, icons and multimedia, managed through different controls that make their incorporation into the tree easier.

Connection to multiple trees that allows dealing with incidents through multi-skill CSR.

Incident Classification

Typification in 3 (three levels) that allow making a correct identification and follow-up of incidents answered by the Call Center.

Category associated to abrupt call ending to register unfinished communications.

Incident Dashboard

Detailed list arranged by Category and Sub-Category for a fast identification.

Number of incidents and average handle times indicators to make decisions correctly.

Real-time update for immediate follow-up.

Configuration of 2 (two) dates and times to make comparisons and analysis.

Reports

Different types of reports to allow administrator and supervisors to analize indicators´evolution.

Historical Listings for auditory purposes.

Key Features

Main Benefits

Highlights