Omnichannel Intake
Email/WA/SMS, portal, CTI/call logs, and branch walk‑ins.
Central service desk for complaints, inquiries, and requests: omnichannel intake, SLA timers, triage & routing, case workflows, communications, knowledge base, root‑cause & corrective actions, and regulatory reporting — integrated with PAS/Claims/Billing and customer/agent portals.
Email/WA/SMS, portal, CTI/call logs, and branch walk‑ins.
Complaints/inquiries/requests with workflows, tasks, and SLAs.
Auto classification, routing by skills/queues, and priorities.
Clock/stop rules, holidays, warnings, and multi‑level escalations.
Templates, merge fields, attachments, and audit trail; two‑way messaging.
Articles, SOPs, canned responses, and feedback loops.
Capture causes, corrective/preventive actions, and owner follow‑ups.
Registers, timelines, outcomes, and periodic regulator reports.
Volumes, SLA compliance, NPS/CSAT, and backlog heatmaps.
Consent, access controls, and redaction tools for sensitive info.
PAS/Claims/Billing, CTI/Email/WA/SMS, DWH/BI, and portals.
Standard workflows and timers keep cases moving.
Compliant logs and regulator‑ready packs minimize penalties.
Consistent, proactive updates via preferred channels.
Hand‑offs to claims/underwriting handled in‑tool.
Articles and canned responses reduce repeat effort.
Live SLA views and early warning signals for spikes.