Boost Staff Productivity with Activity Automation

Every organization depends on a range of processes to keep business moving along. You can reduce errors, avoid delays and remove bottlenecks by implementing a Zeacom Activity Automation solution.

You will speed up workflows and maximize staff productivity when you automate specific communication activities and business interactions. Our Activity Automation solution will enable your organization to operate more efficiently, as business processes are taken care of on time and according to pre-set criteria.

Let Zeacom’s Process Automation Group analyze your organization’s process flows, to design a solution that meets your specific needs.

Customer satisfaction will improve as your organization minimizes latency and improves the outcomes of your processes. Ultimately you will bring down operational expenses and improve customer service. Earning a solid return on your investment is swift, as your organization makes efficiency and productivity gains.

Top Features

An Activity Automation solution automatically delivers a range of data items or activity screens to your staff at a specific point in the business process – such as work orders, helpdesk trouble tickets, electronic forms, security alarms, diagnostic information, scanned letters and other documents.

For more information on Activity Automation and Queuing, and how it integrates with other ZCC functionality, check out our Fact Sheet.

Here’s a typical Activity Automation example.

• An event occurs in your database that triggers the assignment of a workflow item to staff
  
• The Activity Automation application extracts the workflow item reference number from the database and place it into an activity queue within Zeacom Communications Center
  
• The activity reaches the front of the queue
  
• The workflow activity is delivered to an agent in the same way as other items in the queue, such as telephone calls, emails, faxes, SMS messages and other media.
  
• When the activity reaches the most appropriate employee, relevant information appears on their screen within the right application
  
• The employee processes the activity
  
• ZCC shows the activity as completed when the employee closes the item within ZCC Desktop
  
• The employee is available to deal with the next activity

Placing activities into a queue enables you to calculate processing time (i.e. the average handle time) and the quantity of orders completed on a per agent basis. With this information in hand, you can track specific rather than estimated order entry performance for your agents. You can finetune performance evaluations, scorecards and coaching, to give just a few examples.