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Service flow / business process

Any existing business process can be translated into a CPM service workflow.

Fig. 3: Interaction driver screen.

The service workflows can be new / independent or it can be integrated with the legacy

and back-end system.

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Suggested Processes list the processes that CPM has determined you may want to be

use during this interaction. The basis of the list is information on the caller, account

profiles, and recent history

Other Processes selection of a business processes from categorized lists. (Category

was explained earlier in previous topics)

Queued Processes list of processes queued for this interaction. In some cases, the

system may automatically queue business processes required during the interaction

360 or Composite View

Displays information about the customer in a tabbed format. Depending on the

implementation this may include tabs like Provider, Contact, Claims, and Authorizations

etc.

Information in the customer composite areas may come from the legacy processing

systems, from the CPM database, or from other third-party applications and databases

within the organization.

CPM provides the ability to refresh the composite data area during an interaction to

provide up-to-date information.

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Handling Non-Live Customer Interaction

Automatic Case Creation - CPM automatically creates non-live interaction cases for

inbound e-mail, fax, or correspondence inquiries depending on the system

implementation. CPM will:

Listen for inbound e-mails and faxes that arrive at designated folders and

automatically create inbound interaction cases. CPM routes these cases to the

Inbound Correspondence workbasket.

Automatically create cases for inbound mail correspondence through

integration with your companys imaging system. CPM routes these cases to the

Inbound Correspondence workbasket

Manual Case creationwe can also create manual cases by feeding data provided bythe customer into various screens.

Non-live interactions are processed by identifying the type of service requested by the

customer and initiating the appropriate process from the Interaction driver screen.

Guided UI Experience

Dialog Scripts - The Dialog gadget displays suggested wording to use during the

customer interaction. Dialog text changes to match the specific business process related

to the interaction.

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Authorized business analysts and supervisors can change the dialog script during review

or processing of the interaction.

Creating and Assigning Coaching Tips - Coaching tips help improve employee

performance and reinforce best practices. Users with the appropriate privilege can

create coaching tips for any screen that is available in a live customer interaction.

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Help and Reference utilities

The Reference Utilities give access to the companys reference information, accessed

from icons at the top of the display.

Location FinderThe Location Finder assists in providing address and phone

information to a customer.

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CPM components

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Appendix

1. Creation of Ready Reckoner

2. Knowledge Gathering exercise from the Existing Projects.

3. Enhancements on the knowledge gathered (explore other unused features of frameworks)

4. Documentation of Challenges faced in the existing project to implement HCFW & Solution

Anupam Majumdar/Sylvia Das/Danish Yasser/other members of Framework exploration team