Your gateway to business digitisation
Our platform is your pathway to business digitisation. Find out why our customers choose us as their transformation partner.
Begin Your Transformation Here
Nothing to install and no extra IT resource required. Our platform provides a fully hosted and managed, cloud-based, enterprise-grade solution that is secure and scalable to your business needs. Simply connect to our platform using a standard web browser for instant access to your services.
Activate Your Processes
See your process maps come to life on the platform enabling you to visualise, review and collaborate. See customer journeys overlaid on operational processes for the clearest view of your customers yet.
Personalise and communicate with your customers in your own way. Personalise your messages in your brand-voice and style. The platform supports A/B testing and multi-branding so you can rapidly differentiate and iterate to deliver a personalised and targeted customer experience.
No IT resource required! Just configure your process maps with settings for your channels (email, SMS, Facebook and so on) and you’re good to go.
Unique Analytics and Insights
Dig deeper into your data to discover individual customer cases, both in progress and completed. Walk through actual customer journeys, scan specific interactions and touchpoints and audit their outcomes.
Measure timings of the journey to identify efficiencies and view customer interactions with web-forms, emails, text and Messenger. Combine multiple journeys for aggregated insights in process heatmaps to see hotspots of activity, inefficiencies and bottlenecks in your processes.
Dashboards in Focus
Integrated dashboard tools provide instant visualisation of your process metrics. Got your own dashboard? No problem. You can export your data to other dashboards in standard formats. Create reports on the data you care about and automatically email them to stakeholders.
Driving for efficiencies? Measure the average time it takes a user to complete a task. And see how many human work items were created when an alternative, automated route was available. Our dashboard tools provide the simple view with far-reaching vision.
Maximising automation in business processes means your human workforce can be more efficiently deployed for complex, high-touch and high-value tasks, such as escalations and higher decision-making. An automated process pushes human-centric work items onto worklists for your agents to action and, once actioned, the work continues along the automated route.
Worklists are automatically supervised for task completion and allow for escalation and delegation to other users. Users log in to see their worklist and work can be presented through your existing CRM package. The data required by the user to complete the task is delivered to them in a single package for fast-track decision-making, driving significant efficiencies in your business.
Fast-forward to Data Stores
Data stores are an IT-free way to rapidly access and manage your Big Data. Replace heavy-lift monolithic databases with dynamic data stores to bring lightweight integration of data into your processes. Data stores enable instant import and export of your data, rapid updates in real-time and simple Big Data search functions so agents are no longer hindered by outdated data.
New data inserted into a store can automatically start a new process and the outcome of the new process can further update the store with collected data. This means your data is always bang up-to-date and available to export to your existing CRM or other business processes. Easily search and discover all transactions relating to your search criteria in one place for the clearest view of your customers and your business.
Self-service User Management
The platform provides a self-service user management function so you can create and manage your users, permissions and allocation of work. Work is assigned by role and skill set, meaning that bottlenecks are avoided when individual users are not available.
The platform’s integration framework intelligently connects your existing systems. Bringing your other customer engagement services, e.g. Salesforce, FreshDesk and other third party and customer bespoke systems into your transformation programme means you can deliver a truly exceptional digital engagement to your customers. Connection is easily and rapidly assured through multiple interfaces, such as APIs, RPA and data stores.
Artificial Intelligence (AI) is an advanced capability that delivers process efficiencies and improved customer experience, including personalisation, timely and targeted communication and faster and accurate decision-making.
AI also provides the key to unlock insights in your customer data. Use a combination of Natural Language Processing (NLP) to understand what your customer wants, their sentiments and emotions, and Machine Learning (ML) to understand more about your customers’ behaviour across different channels. Improve customer loyalty and advocacy by better understanding your customers’ journey and anticipate your customers’ next actions for greater customer lifetime value.