ProcessCube Features

MODEL AND MAINTAIN ORGANIZATIONAL STRUCTURE
• Team/Organizational Hierarchy
• Roles and Responsibilities
• Physical Locations Details
• Role-Based Access Rights

EFFECTIVELY MANAGE WORKLOAD
• Workflow & Case Management Tools
• Automated Email and Letter Generation
• Workload Balancing
• Task Queuing and Assignment
• Delegating and Escalating
• Calendaring and Scheduling

OPTIMISE USE OF RESOURCES
• Resource Planning
• Cost and Charge-Out Rates
• Automatic Work Allocation Algorithms

MONITOR AND REPORT ON PROCESS & PERFORMANCE
• Service Level Agreement Monitoring and Reporting
• Automated Alerts
• Automated Reports
• KPI Reporting (individual and team performance)
• Balanced Scorecard Reports
• Integrated Billing Engine
• Create and Save Dynamic Reports
• Graphical, Excel, HTML and PDF Reports
• Full Audit Trail Reporting

COLLABORATIVE WORKING
• Agent Portals
• Customer Self-Service Portals
• User Configurable Portals
• Document Management and Audit

COMMUNICATE AND INTEGRATE
• Full Integration with Microsoft Outlook, Exchange and Office
• Enterprise Application Integration Capabilities
• Single Sign On Intergration

DEFINE AND STORE BUSINESS PROCESS DEFINITIONS
• Business Rules Database
• Service Level Agreement Definitions