Dynamic Brain

Dynamic Brain qual­i­fies large amounts of processes, for exam­ple e-​mails, doc­u­ments, busi­ness trans­ac­tions, for dis­tri­b­u­tion through the Con­tact Cen­ter. The processes are pre­pared for rout­ing and dynam­i­cally repri­or­i­tized. Thus, impor­tant fac­tors such as mate­ri­al­ity and busi­ness value are taken into account dur­ing their dis­tri­b­u­tion.
Thanks to the seam­less inte­gra­tion of all media chan­nels, the entire work­list of a com­pany is taken into account. All employ­ees with the appro­pri­ate skill can be involved in the pro­cess­ing of indi­vid­ual processes. So-​called silos now belong to the past.
Dynamic Brain uses intel­li­gent pri­or­i­ti­za­tion to ensure that all processes in a com­pany are always processed accord­ing to KPIs or ser­vice lev­els.

Pri­or­i­tize and dynam­i­cally repri­or­i­tize cases by urgency and busi­ness value to opti­mize case han­dling in your Con­tact Cen­ter. For exam­ple, a busi­ness value could be a cus­tomer order, sup­port accord­ing to ser­vice lev­els to be met, or a com­bi­na­tion of receipt or response dead­lines or € amounts. Dynamic Brain ensures that e-​mails and doc­u­ments as well as incom­ing and out­go­ing pay­ments are processed on time and dead­lines are met.

In area A (left fig­ure) all processes are processed from the top. New processes are placed at the bot­tom, as their wait time is the short­est. In area B (right fig­ure), all activ­i­ties are also processed from the top, but before they are sorted accord­ing to their urgency and busi­ness value. Thanks to dynamic repri­or­i­ti­za­tion, processes that require a quick response or where a dead­line is close to expir­ing are given pri­or­ity. This means that even with a heavy work­load, the high­est pri­or­ity case is always processed next. The basic pre­req­ui­site for dynamic pri­or­i­ti­za­tion with cor­re­spond­ing rout­ing is the auto­matic clas­si­fi­ca­tion of processes, in which each process type is assigned cer­tain prop­er­ties as a basis for pri­or­i­ti­za­tion. The fol­low­ing prop­er­ties can be used for this:

• Skills /​abil­i­ties required to process the case
• Wait /​ser­vice time or tar­get date in or by which the pro­cess­ing must be com­pleted
• Pri­or­ity in rela­tion to other tasks in the dis­tri­b­u­tion

Dynamic repri­or­i­ti­za­tion is the basis of the ser­vice level based process rout­ing (shown on the fol­low­ing page).

Sce­nario 1: Wait time based pri­or­i­ti­za­tion

The wait time based pri­or­i­ti­za­tion enables to com­ply with pre­de­fined, e.g. con­trac­tu­ally agreed pro­cess­ing times. Each oper­a­tion type is assigned a start pri­or­ity, a max­i­mum wait time and a max­i­mum pri­or­ity. The pri­or­ity increases with the dura­tion of the wait time, whereby the Dynamic Brain is con­tin­u­ously updated and dis­trib­utes the high­est pri­or­i­tized process. If in an excep­tional sit­u­a­tion an oper­a­tion is not processed within the defined wait time, it is assigned to the back­log (over­flow).

Sce­nario 2: Sched­ule based pri­or­i­ti­za­tion

Sched­ule based pri­or­i­ti­za­tion ensures that fixed dead­lines are met in the han­dling of processes. As soon as a dead­line passes, the pri­or­ity falls back to the ini­tial level and rises again until the next dead­line. Such a pri­or­i­ti­za­tion model is pos­si­ble, for exam­ple, for pay­ment pro­ce­dures in a com­pany. If the dead­line for the pay­ment pro­ce­dure has passed, the case can remain until the next dead­line.