FINS BIAN Servicing Activity Analysis Process API

Examples of Use
Contact center management reviews servicing activity analysis in order to identify areas where additional training and guidance is needed to improve the customer experience

Role Definition
Analyze customer servicing position activity, including teller, case/contact center traffic and VoIP activity. Analysis includes captured call/channel/device type, activity, onward routing and resolution decisions for operational and procedural insights and facility/process and training improvement (Root Cause Analysis)

Related Business Scenarios
PERFORM SERVICING ROOT CAUSE ANALYSIS
REVIEW CALL CENTRE ACTIVITY FOR NEW PRODUCT
ADJUST CALL CENTRE POSITION ASSIGNMENTS

Core Business Object
SERVICING EVENT

Key Features

• Analyze servicing activity for root causes
• Consolidate and present data to support analysis

• Recommend remedial actions that might mitigate the root cause for detected issues

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Customers can use this integration template to accelerate implementation.