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.
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:
Dynamic reprioritization is the basis of the service level based process routing (shown on the following page).
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).
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.
You receive a highly scalable and fail-safe overall system based on microservices architecture.
If required, Dynamic Brain can be configured on premises, from the cloud or as a hybrid solution – for example for Microsoft Azure or AWS.
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.
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.
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.
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.
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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