Multi Channel Work Capture

Operating in much the same way as a call centre ACD, the eg operational intelligence software suite provides a single view of all incoming work which can be allocated manually or automatically.

eg operational intelligence allows the capture of work through multiple or omni-channels. All work items are normalized into a single actionable queue based on type, priority, complexity, cost, estimated time to complete or other criteria.

  • Team managers are able to ‘line balance’ the prioritized queue across all resources and allocate accordingly in real-time to teams based on their availability, skills and capacity irrespective of their location.
  • Support for blending is included by providing dynamic allocating of work between front office, back office or contact centre teams.