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Back Office Process Automation

Streamline contact center related processes

Customer experience relies on smooth operations in both the contact center and the back office functions that support it. Improved processes lead to improved experiences.

Back office operations often do not get the focus and attention of more obviously customer-facing operations like the contact center. Yet the speed with which customer-centric work is completed and the visibility of its status directly impacts customer experience. It is part of the customer journey and as such should be addressed and optimized.

Extend contact center routing and control

Fortunately much of the control mechanisms built into contact center solutions can be extended to automate back office processes. Work can be assigned to queues and easily monitored for status. Some of the key efficiencies this provides includes the ability to:

  • Manage workflow to meet service level commitments
  • Prioritize high-value tasks
  • Direct work items to people best able the process them
  • Elminate time spent manually researching the status of a particular customer-related task
  • Improve accountability
  • Optimize the back office workflow

Process experts

Altivon has many years of experience in designing and implementing contact center solutions and improving process flow. Our consultants can help you map your customer journey, identify back office processes that are inefficient and identify specific action to improve your overall operation. We combine state-of-the-art technology and best practices to deliver the best solution for each customer.

Back Office Process Automation Service News and Information



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