ENTERPRISE COLLABORATION (EC)
New solution to a long-standing process problem
All approaches to O/S process have long struggled with effectively managing and fostering internal collaboration across the back and front office and in service settings. The problem? Until now, inadequate technology. CRM technology provides limited support, but don’t adequately integrate with multiple communication channels. BPM systems barely integrate at all. And most companies’ e-mail pipes are clogged, inhibiting important communication.
The answer
The answer to collaboration management shortcomings is part process, part technology. We call it EC (enterprise collaboration). The process component is Visual Workflow, which includes facilities for redesigning communication flow. The technology component is a hybrid system developed by Interactive Intelligence (I3) combining telephony, unified communication and process management components. HYM is partnering with Avtex, I3’s largest U.S. partner, to deliver EC.
What's in it for users?
The customer benefits of adopting this new category include:
- Reduced O/S staffing requirements
- An alternative to e-mail for task-related communication
- Reduced cycle times and increased throughput (despite reduced staffing)
- Status tracking and visibility for multi-person/function activities
- Customer communication coordinated across both functions and communication channels
- Expert routing and hierarchy of contacts
- Increased one-call resolution rates at both triage points and contact centers
- Shorter customer queue and hold times
Learning more about EC
We’ll be launching EC in Q1, 2010, and we already have a prospective first client. We’ll be offering more information shortly. In the interim, please click on the PowerPoint presentation, the Creating an Alternative Communication Channel and the Field Service Use Case.
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