• The Process Definition Module
• The Process Engine
• Process Monitoring Module
• Team Monitoring Module
• Reporting on Key Performance Parameters
• Administration

I) The Process Definition Module:

• Individualised to the needs of each process / product.
• Comprehensive easy to use process definition.
• Designed for process level functionality and control.
• Rules engine with multiple Boolean operands and operators.
• Priority , TAT, Que time and Process time.
• Priority rules definition.
• Support for parallel, sequential and straight through processing.
• Parent - child process relationship definition.
• Assign agents (users) / Teams to products and processes.
• Team definition and assigning with team leaders and administrators.
• Time sheet management system.

II) The Process Engine:

• Designed for high volume process centric operations.
• Auto Initiation module – for automatic initiation of transactions.
• Scalable to match the growing needs of the customers.
• Attach multiple folders to each transaction with Images / files.
• Tools for data capture and validation.
• Image aided data entry and Double data entry check.
• Automatic straight through processing – with no manual intervention.
• Special Processes – OTB, Pending , Suspend.
• Rules based Triggers and Alerts.
• Automated Que management of transactions - “starvation management”.
• Two way integration and automation of operations with customer’s main business application.
• Run time re-allocation of manpower resources at the agent / team level.
• Designed to implement “ rapid change management ” in an evolving / growing customer.
• Load balancing - Allocation and re-allocation of transactions.
• Automated escalation of transactions.
• Rules based quality control.
• Comprehensive quality control module with drill down facility.
• Online priority change of transactions.

III) The Process Monitoring Module:

• Transaction monitor at the:
  • product level
  • Process/ product group level
  • Enterprise level
• Tracking the process flow and at the individual transaction level.
• Queue build up and its management.
• Dash Board performance monitoring at the process / product level.
• Quality control analysis with drill down.
• Quality control trend analysis, with graphical representation.

IV) The Team Monitoring Module:

• Time sheet analysis.
• Dash board - performance monitoring at Team / Agent level.
• Allocation and re-allocation of agents / teams online.
• Integration with email and other communication devices.
• Allocation and reallocation of transactions.
• Priority setting change.

V) Reporting on Key Performance Indicators:

• Quantitative and Qualitative analysis of performance vis-à-vis standards at :
  • Transaction level
  • Agent level
  • Team level
  • Process level
  • Product level
  • Product group level
• Data capture qualitative and quantitative analysis.
• Report on exceptions, pending and their management.
• Queue Management reports.
• QC analysis reports.
• Time sheet reports.
• Team log report.
• Graphical representation of reports.
• Customised reports to meet the needs of each “SLA” and its operations.

VI) Administration Module:

• Desktop and Global settings.
• Holiday Calendar.
• Time Zone Management.
• Security Management.
• System and Process/ Product Group level administrative rights.
• Database utilities.
• Application synchronization - with external applications.
• Block users and terminals.
• Error log.
• INI setup.
• Audit Trail.

VII) Technology Elements:

• Image Management.
• Bandwidth utilization.
• Archival of documents.
• System Reliability.
• System Scalability.
• Distributed work environment – including remote locations.
• External systems connectivity.
• Data Caching.
• Multi location processing.
• Centralised Administration.
• Content Transfer Management with Fault tolerance and data validation.
• Security of transmission and communication.
• Integration with communication services – all phones, pages, faxes etc.
• STEX Chat.
• DISA architecture for post processing value added services.