Most large organisations will have a combination of Customer Relationship Management (CRM), Business Process Management (BPM), Human Resource (HR), Enterprise Resource Planning (ERP) and other systems, each central to a range of business processes.

Many of those business processes will include points at which a person needs to add their input; whether to confirm a purchase order or provide some other kind of information that will enable the process to continue. Waiting for that human input can slow the whole process down.

HTK Horizon™ can help to address that problem, through an approach of Communication-Enabled Business Processes (CEBP).

CEBP builds human-computer interaction into a business process at the time when it is required, typically to increase productivity, but CEBP can also be applied to increase customer satisfaction through proactive outbound customer service.

• Notify a customer that their order has been completed, or provide a timely update against an ongoing service issue
• Remind a customer of a scheduled future appointment, for instance an engineer visit or product delivery
• Alert operations staff to a system failure, and alert the affected customers of a service outage

HTK Horizon™ includes packaged applications to automate a wide range of routine business tasks, and a voice toolkit to build new interactive dialogues. Outbound communication can be built-in to existing business processes (or used to enable brand-new processes) using the industry-standards based Horizon™ Gateway. All interactions are full audited and can be reported in near real-time.

Features

• Automated communication by interactive voice (IVR), SMS, MMS, email and fax
• Wide range of packaged modules to automate routine business tasks
• Can be integrated with existing CRM and BPM systems
• Toolkit to build new interactive service modules
• Detailed reporting of all interactions

Benefits

• Low cost and fast to implement
• Improved operational agility
• A platform for innovation
• Improved business-process efficiency
• Enhanced customer experience

Contact us to find out more