Case Management solutions come in different flavours but can yield some common pain points. These start with case capture because end user engagement offers a poor multi-channel experience. Case detection algorithms often yield a high rate of false positives or false negatives. Issues for agents can include too many ‘alerts’ to deal with, time-wasting searches, little trust in the data and complex training needs. The consequences are customers reporting a case often get a delayed or even no response and where cases are detected rather than reported, detection rates based on simplistic rules are low.
Our Intelligent Case Management Centre of Excellence cuts though these issues, delivering tailored, solutions that boost case management productivity and provide excellent customer experiences. Bringing together domain experts, solution blueprints and partnerships with leading technology vendors, our Intelligent Case Management Centre of Excellence supports three types of solutions to meet your needs: