Process Intelligence

a solution from our fully integrated software suite

Through Process Intelligence, we understand the workflow people utilize and discover what is good and bad about those sequences, gaining true process intelligence. To do so, we leverage the robust data set that has been acquired and analyzed by Cicero Activity Intelligence.

Highlights
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Provides Context to Activity Intelligence

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No Application Changes. No Instrumentation Required.

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Harmonize Activity Data with External Data Sources

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Built-In Big Data Engine

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Robust Process Mapping

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Know How & Why Work Happens

Use Cases

Study Cause & Effect

AHT reduction did not result in cost saving. Applying context with outcome data reveals cause and effect and path to real cost savings.

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Average handle time vs CSAT

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Average handle time vs Call back rate

Identify Workflow Bottlenecks

Interaction context provides outliers. Inbound sales form completed and company did not reply within SLAs. Where was this getting stuck? Cicero is able to review all and determine the sticking point.

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Sales qualification queue

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Assignment queue

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Assigned and awaiting employee review and response.

Attribute Cost to Effort

Connect a work item to a cost. Attributing employee(s) effort to a customer.

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Execution time by process milestone

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Layering external payroll and customer account management data to quantify cost.

additional use cases
Measure Adherence to Process
Compare Process Execution Sequence
See Into Complex & Long-Running Processes

Simply Smarter

Leverage Your Existing Investment

Our software quietly lays on top of your existing systems, to bring you greater automation and insight.

Multi-Vendor Integration, DONE!

Out-of-the-box, we integrate with the most gigantic list of enterprise systems and applications...it’s like magic!

Simple to Implement & Use

We put great power in the hands of business folks, with a simple & powerful UI...zero programming required.

Get to know Cicero

For over 15 years, Cicero has helped contact center and back-office organizations improve the productivity and performance of their critical resources: people, systems and processes.

Get to know Cicero

For over 15 years, Cicero has helped contact center and back-office organizations improve the productivity and performance of their critical resources: people, systems and processes.

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