Work-item Management
Fully automated work-item management and work distribution solution for all verticals
What is Work-item Management
Eccentex Work-item Management is an integrated part of Eccentex HyperAutomation Cloud platform that enables businesses to manage, streamline and supervise their case and task related work distribution across their organization.
Imagine Eccentex Work-item Management like a sophisticated task router that not just capture, prioritize and distribute all work-items across the enterprise, but also enable business users to track each work-items entire lifecycle, ensure the completion of all related SLAs and KPIs and distribute the work equally and fairly across all available back-office resources based on pre-defined business rules.
Eccentex Work-item management able to capture work directly from Eccentex Dynamic Case Management, but also able to manage tasks that may come from external source systems, such as 3rd party CRM, WorkFlow, or BPM solutions.
Major Business Benefits
Improved efficiency
Automate, optimize and reduce the need for manual intervention by enabling business rules driven prioritization & distribution of all work.
Increased transparency
Provide a insight across all back-office tasks and case related work including performance management, KPI tracking and SLA enforcement.
Agility & fair work distribution
Eliminate the need for manual prioritization, unnecessary work re-assignment, avoid “cherry picking” and ensure fair distribution of load.
Orchestrating case work end-to-end
Working on cases often requires the collaboration of multiple departments and business units to jointly deliver the desired result. When it comes to unified processes, shared customer data, KPIs and goals, it’s important to have a system that is able to orchestrate all tasks across all participants seamlessly.
Eccentex Work-item Management tightly integrated on platform level with Dynamic Case Management that automates business processes related task and case management and support data driven decision making. The tow solution components together support businesses to create, manage and distribute all case related work automatically across all available resources.
The automated case distribution enables stakeholders to maintain the fair workload balance between employees, automatically assign and re-assign cases between various resources groups to ensure the timely fulfillment of all customer commitments.
Attach all relevant information to work-items
Eccentex Work-item Management allows businesses to send all relevant information together with the individual task. The system is unifying the various data sources and able to attach web-forms, documents, multi-media contents and customer records together into a single case file, and provide employees access to this complete set of documents to ensure they can collaborate and work towards the desired outcome together in real-time.
Eccentex Work-item Management allows back office employees to work either in push or pull mode and can be easily integrated with 3rd party case / tasks sources. Eccentex Unified Desktop supports employees with a 360-degree customer view that highlights the most important case-related data in each step across the customer journey.
Automated Work-item Distribution for all Industries
Eccentex Work-item management easily adapts to many vertical use-cases, ranging from complex to simple
and low-volume to high-volume implementations. Here are some of our vertical focus areas.
Work-item Management for Financial Services
End to End automate and optimize your case work and task distribution across banking, insurance, and financial services processes such as Mortgage Application, Claims Processing, Wealth Management, Dispute Resolution, and more.
Reduce the need for manual intervention and enable better CX even through complex business processes.
Work-item Management for Government & Public Sector
Provide comprehensive insight and enable fully automated work distribution across all citizen management processes and government tasks regarding Justice Cases, Eligibility Verification, Investigations, Complaints Handling and more.
Enable your organization to identify and resolve citizen issues and make data-driven decisions in real-time.
Work-item Management for Consumer Markets
Digitize, automate and optimize Customer Service, Fulfillments, Leads and Loyalty Management processes across your entire value chain. Capture customer leads, assign opportunities and prioritize delivery based on your value segmentation.
Leverage every opportunity. Expedite delivery, reduce cost and treat all your customers like VIPs!
Prioritize case-work and Automate SLA Management
Most case-based activities need to be fulfilled within a certain time frame (a.k.a. due date) and most of them assigned with priority, urgency, severity and business value. Eccentex Work-item Management enables multi-factor prioritization based on its built in Rule Engine. As case work typically involve more than one person, the enforcement of the on-time delivery not always simple and need to be actively managed between the cooperating business units. Eccentex Work-item Management allows you to define as sophisticated business rules as needed to ensure the accurate and timely delivery of all tasks to meet with all customer commitments. Through the shared platform capabilities of Eccentex HyperAutomation Cloud no task will be forgotten or deprioritized without a business reason. All knowledge workers, case managers, service agents, partners and 3rd party resources can collaborate seamlessly and effectively, even from home.
To satisfy every KPI and deliver all customer commitments on-time, HAC automates repetitive tasks such as pulling information from various source systems, making rule-based decisions, proactively notifying stakeholders about the case statuses and assigning resources to each task automatically.
Work-item Management
Everything you need for enterprise level case work automation and task distribution.
External Work Routing
Eccentex Work Item Management integrates with existing enterprise systems such as ERP, BPM, CRM, and custom legacy solutions, to establish a unified global work queue that can be prioritized by business value and urgency.
Blended Agent Support
The solution is designed to support agents that work on both real-time and non-real-time interactions in a multi-skill environment. Agents can continue accepting calls and chats while working on less critical work items in the background.
Adaptive Rule System
The automated Queue Manager continually reassesses all work items during their lifecycle to maintain an up-to-date priority, enabling the most important ones to remain at the top, or new critical work items to barge to the top.
Work-item Parking
Agents can place work items on hold into their personal queues and come back to them later. They can set specific due dates and get notified as they approach.
Work-item Bundling
Eccentex Work Item Management can consolidate related works into a single bundled work item then assign them to the same agent. For example, packaging a customer’s support requests for the last hour into a single work item.
SLA Management
The pre-set Business Rules guarantee that work items are completed within their given SLA timing. The rules efficiently prioritize all work items based on their value, urgency and/or severity and ensuring that the most critical work items are addressed first
Automated Screen-pop
Customer 360 information screen pops up automatically together with the work item management page including customer data, external data and actions, related work items and more. Every work item can have its own context-aware view.
Automated Event Triggers
As the work item goes through its lifecycle, event triggers can be created for follow-up actions, such as sending a notification to the customer or updating a CRM system.
Pull / Push / Workbin Support
Supervisors can configure the solution to automatically push work to the best available agent or to a queue. Push can avoid “Cherry Picking” and unfair distribution of load. The systems supports group and personal workbins as well.
Supervisor Support
The solution gives supervisors real-time control over every work item allowing them to be reassigned, moved between queues, change their priorities, bundle them or perform any business-specific actions.
Historical and Analytical Reporting
Eccentex Work Item Management stores detailed information on when and how the work was done. Data schemas enabling summaries and aggregates required in support of business strategies. When connected to existing enterprise BI tools, including Eccentex BI, manager gain access to comprehensive reports and dashboards across the entire customer journey.
Embedded Case Management
The solution natively embedding full scale Dynamic Case Management capabilities to enable organizations to digitize, automate and optimize complex business processes. Eccentex Dynamic Case Management provides additional integration capabilities with external systems and data sources to unify case work across the enterprise.
Key Features of Work-item Management
Global customers choose Eccentex Work-item Management because of it’s scaleability, reliability and state of the art rule engine.
Push to Skill or Queue
Ability to push selected tasks – work-items to individual employees or skill groups based on their priorities.
Active SLA Enforcement
Ensuring the timely delivery of all customer commitments by actively monitoring all end user SLAs.
Fair Loadbalancing
Distributing the tasks and cases across the available resources and queues size equally and fairly.
Attached Data Handling
Customer records & attached data traveling together with cases and tasks to ensure informed decisioning.
Real-time monitoring and insights
Eccentex HyperAutomation Cloud equipped with a built in BI – Business Intelligence feature that provides advanced analytics and real-time dashboard capabilities to oversee your case and work distribution data as well. You can use the BI dashboard to track individuals or group performance, identify trends, and make data-driven decisions. You can define custom KPIs and derive business-specific insights.
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