With Seconts Flow it is possible to choose the most efficient coordination between personal service and the automated handling of calls. Every control room has its own customers and working method. With Flow it’s possible for control rooms to save valuable operator time and still be able to provide a high quality service.
FLEXIBLE AUTOMATION:
Create your own workflows for specific reports
Within Seconts Client, users have standard access to Action Manager. This allows a number of common messages to be handled automatically by Seconts. This functionality is integrated with various communication tools such as SMS, e-mail, push, etc. The action patterns for the execution are carried out in a fixed order. This is a relatively simple top-down action sequence, with no possibilities for feedback in the execution process.
Decision tree / tree diagram
The possibilities of Seconts Flow extend far beyond Action Manager. Flow offers users optimal flexibility to define their own action patterns, as easy or advanced as the user would like! Incoming signals and notifications are automatically handled according to a decision tree in Seconts Flow. This is a predefined action pattern, which can be defined using a template. Users may flexibly define:
1. WHICH WORKFLOWS
- Selection of which workflows are eligible to be set up automatically.
- These actions can be controlled on the basis of which signals/notifications and specific properties.
2. WORKFLOW PROGRESSION
- Which path, which sequence and which options are available.
- Specification of the automatic actions, communication, feedback and registration.
All actions and results performed by Seconts Flow are automatically recorded. This information is available as a historical archive and it is possible to report this automatically to interested parties.
Creation based on a Microsoft Visio template
Microsoft Visio is a standard package that is used in many office environments. Seconts Flow uses it as well. Users receive a Flow Visio template that serves as the basis for setting up the desired automatic work processes.
- By using the Flow Visio template, users can create decision trees with linked actions.
- These workflows can be imported and tested using the Flow module.
- The import of workflows is based on predetermined criteria.
- After approval, workflows can be linked to a blueprint or customer.
- Specific messages are sent from the Front End Processor (Seconts FEP) directly to Seconts Flow to execute the created action patterns.
- The functionality of Seconts Flow is fully integrated with the other Seconts modules.
Integrated tracking actions
Components that can be controlled using Seconts Flow are:
- Sending out push notifications: Seconts Push
- Sending SMS messages: Seconts SMS
- Sending e-mails: Seconts Gateway
- Sending e-mail reports with the results of actions taken: Seconts Gateway
- Contact a contact person: Seconts Voice
- Activate delays before starting new actions.
- Check for repeat attempts.
- Have an operator contact a contact person.
- Have an operator answer a question after contacting a contact person.