• Understand and control the business processes that manage your customers through your contact centre.
  
  
• Provides a consolidated & consistent interface to most of your customer business processes.

Today many companies have work which is moved within an organisation between customers, systems and people. This work is managed through a policy of business rules which are contained in different IT systems and people.

To monitor and control these business rules can be a very daunting task for any organisation.

The most challenging set of business rules are within the contact centre where they have to change rapidly to ensure that customers are happy with the level of service that they are getting.  In addition, the organisation can introduce and change products or services offered to match those of its competitors or even exceed their offers.  Underlining this, is that your organisation needs to ensure that regulatory policies are in place and  are being adhered to.

Enjector’s Process Manager for the contact centre provides a platform that brings together various business rules that are used.  This version of the platform provides the control and monitoring of these rules in a single environment for the contact centre.

This platform adopts a Service Orientated Architecture (Web Services) philosophy from ground up in its design and approach. This allows customers to be able to leverage and introduce new capabilities into their contact centre rapidly at lower cost of ownership.

Enjector Software's Process Manager provides a web based designer that allows you to quickly develop and test business rules. There is a Process Manager runtime engine that works by integrating with key IT systems that are used in the contact centre. This integration provides a level of communication, collaboration and cooperation necessary to control and monitor the business rules for systems.

One of the remarkable features of the Process Manager Design Environment is the ability to pause the execution of a business rule as it is being executed and be able to change the process whilst it is being executed.  Thus reducing the amount of time required to develop and change business rules. 

• Provides an opportunity for contact centres to automate how customers are routed to agents based on the information held in systems about the customer. For example a high value customer (ie. one that has bought regularly from you is routed to a highly skilled agent who can provide a high level of service. Also, customer is routed back to the agent who last spoke or wrote an email to them to give customers a level of continuity and shorten handling times).
  
  
• Ability to automate actions such as sending fulfilment documentation to a customer after a conversation using a simple web based interface.
  
  
• Ability to design, debug and manage the business rules in a single environment.
  
  
• Ability to easily change these processes immediately through a web browser drag-and-drop based interface.
  
  
• Ability to test processes first before going live, all within the web browser to ensure that they function correctly before going into production.