Dynamic Brain

Set the right pri­or­i­ties!

Spe­cial­ized for quan­tity: Dynamic Brain qual­i­fies large vol­umes of oper­a­tions in the Con­tact Cen­ter and processes them based on KPIs or ser­vice level thanks to intel­li­gent pri­or­i­ti­za­tion and dynamic repri­or­i­ti­za­tion.

In a nut­shell

Dynamic Brain — what’s that?


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.

A mat­ter of pri­or­i­ti­za­tion

Most impor­tant always first


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).

Ser­vice level based process rout­ing

How to meet every dead­line


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.


Your ben­e­fits

At a glance


Scal­a­bil­ity and reli­a­bil­ity

You receive a highly scal­able and fail-​safe over­all sys­tem based on microser­vices archi­tec­ture.

100% cloud-​ready

If required, Dynamic Brain can be con­fig­ured on premises, from the cloud or as a hybrid solu­tion – for exam­ple for Microsoft Azure or AWS.

Omnichan­nel plat­form

Dynamic Brain enables the seam­less inte­gra­tion of all syn­chro­nous (e.g. tele­phone and chat) and asyn­chro­nous media chan­nels (e.g. let­ters, mails and doc­u­ments) in one rout­ing instance and under con­sid­er­a­tion of the cor­re­spond­ing char­ac­ter­is­tics.

Con­trol of the entire work queue

The entire work queue of your com­pany is con­trolled by one rout­ing sys­tem. All processes are intel­li­gently pri­or­i­tized by sched­ule and ser­vice level based rout­ing.

Dynamic Repri­or­i­ti­za­tion

The pri­or­i­ti­za­tion of processes is dynam­i­cally adjusted dur­ing the idle time. The assign­ment of pri­or­i­ties is based on an indi­vid­u­ally defin­able set of rules and is thus exactly tai­lored to your require­ments.

No more silos

By involv­ing all employ­ees, Dynamic Brain ensures a fair dis­tri­b­u­tion of the work­load. In addi­tion, there is the pos­si­bil­ity of tar­geted inter­ven­tion by an autho­rized super­vi­sor if nec­es­sary.

Mon­i­tor­ing

Thanks to real-​time mon­i­tor­ing, you always have an overview of the entire work queue and cur­rent work sta­tus in your com­pany. You can adjust indi­vid­ual para­me­ters in excep­tional cases or extreme sit­u­a­tions.

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