UMP Smart Workflows module simplifies the everyday job of customer care operators by offering them an easy-to-use automated tool for diagnostics. The operator, after receiving a call from a customer, can now choose different sets of pre-defined health checks.
These health checks are designed to find the source of each issue and then guide the operator step-by-step until he is able to solve it. The process is very easy. It can look something like this:
The operator receives some information about a given customer’s WiFi connection problem.
He chooses the appropriate workflow to run health checks that will help him track down the issue.
He runs health checks in order suggested by the workflow until the issue is recognized.
The workflows reduce human involvement nearly to zero. Not only can they be run online, but they also can be scheduled to run periodically even if you are offline. Once the operator confirms that the workflow is well-defined, he can leave it to be executed periodically and just monitor the results.
What’s more, entire workflows can be created from scratch with no need of advanced technical knowledge. With a simple workflows editor, the operator can create completely new workflows adjusted to their specific needs. The new workflow can be built from already existing steps as well as new steps created in an XML task editor.
Quicker reaction to customer’s issues
Simplified and faster diagnostics
Reduced manual labor thanks to fully automated business procedures
Decreased costs of customer care operations
Defining business procedures without the need of knowing all mechanisms of the platform
Easier training of customer care staff
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