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<<Back to FAQsBack Office Process Automation
Does Echopass offer a solution to automate and measure productivity improvements for back office workers and processes?
Yes. Echopass offers intelligent Workload Distribution. Intelligent Workload Distribution bridges core workforce optimization applications for real-time reporting, recording and scheduling of resources with queue work from back office systems, business process management solutions and other systems designed and coded for process automation.
Echopass intelligent Workload Distribution leverages the Echopass intelligent routing capability and desktop strategy for front office customer facing interactions and applies this expert methodology to work tasks for the back and middle office work force. In today’s challenging economy it is critical that companies have the flexibility to manage, measure, and optimize resources in real-time by determining common agent skills and prioritizing workloads across media channels. Echopass intelligent Workload Distribution efficiently manages customer interactions and tasks across the enterprise, providing the best possible customer experience.
How does the back office solution work?
Echopass Intelligent Workload Distribution, or “iWD”, is a business application that takes the workflow for an enterprise and generates a global task list from which we dynamically and automatically prioritize the distribution of work tasks to the best people suited to handle them.
Can the Echopass back office solution integrate with other back office solutions?
Yes. Leveraging SOAP and RESTful web service standards, Echopass intelligent Workload Distribution provides an open interface for capturing queue work from any enterprise application or system of record. Echopass intelligent Workload Distribution doesn't require specialized knowledge of proprietary code languages to manage user roles or configure business rules.
Echopass Intelligent Workload Distribution works in concert with existing enterprise software systems such as ERP, BPM, and CRM, as well as homegrown or legacy systems to create a single global task list which is sorted based on priority, business value, service level or any user data required by the business. Echopass intelligent Workload Distribution then leverages the Echopass intelligent routing methodology and global task list to balance priorities across media channels and push the work items to the best enterprise employee suited to handle these work items. Only with a global task list can the enterprise ensure the right resources are proactively receiving the most important and high value tasks, regardless of media type, at the right time.
