BaFlow Suite
BaFlow (Business activity Flow) is a back-office business process automation and performance management system that is meant for managing customer service operations. It can function either as a standalone system or as an integral part of the CenterWorks framework. It has a process workflow engine and a set of performance measurement tools.
The features of BaFlow are:
• Customizable Workflow Engine
– Indexing of work items
– Work items (image, pdf, doc, XML files etc) management
– Work allocation
– Work processing
– Business rules provisioning
– Agent skills provisioning
– Quality assurance |
• Performance Management
– Agent activity monitoring
– Capturing of performance data
– Set KPIs: TAT, AHT, volume, agent productive & non-productive time etc.
– Productivity reports, dashboards, alerts etc.
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The business benefits of implementing BaFlow are:
• Automation of back-office activity for high volume throughput
• Process performance management via KPIs
• People productivity improvement
• SLA compliance monitoring
• Quality improvement
Typical applications
BaFlow can be used in variety of business environments including finance, insurance & mortgage businesses.
BaFlow can very effectively meet the requirements of the following business activities:
• Application processing
• Claims processing
• Customer service request management
• Payroll Processing
• Compliance verification processing
• Order & invoice processing
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