OPX is an operational productivity solution that facilitates back-office management and coordination, automation technologies, and operational planning in one centralised Operational Insight solution.
OPX consists of several modules and most are optional. All modules are delivered and included in the same great price and you can enable not just the modules but many of the features within them at your own pace, based on your organisations needs and roles.
Our adaptable modules help key business leaders increase efficiency, adapt workflows, and manage live resource allocation to meet the service demand: ultimately improving customer journeys, ensuring quality, increasing cost-effectiveness, and reducing complaint volumes to drive up Net Promoter Scores and CSATs.
Keep track of agent case handling times and non-case-related times.
Get the right work done by the right people at the right time, with live work allocation software that can forecast capacity and demand.
A code-free and rapid deployment solution to create, manage, and automate complicated business rules.
Reduce mistakes, complaints, and quality assessment failures with bespoke interactive guides.
Handle complaints tracking, customer interactions, ombudsman reporting, and more.
Scan incoming mail to automatically allocate it to the appropriate process, team or agent.
Set up and automate bespoke templates and reduce the time spent on repetitive tasks.
A powerful data import and extraction tool, the OPX Ingestor can pull data from multiple file formats.
Link data from OPX to your back-end system of choice to automate tasks in the service processes.
Maximise every minute of the working day. The OPX app automatically distributes the most relevant tasks to individual workers in real-time based on their caseload and skillsets – improving case outcomes and quality and reducing complaint volumes.
Take control of your workflows. Our low-code platform gives a single view over business operations, no matter where your agents are in the world. You can re-align SLAs, and edit processes anytime to improve efficiencies with no operational impact.
Once our experts understand your business and workforce needs, we can have OPX up and running in as little as six weeks.
Use our bespoke ROI Calculator to find out the difference OPX could make in your organisation today.
The core modules provide automated work allocation, case management and tracking, agent time tracking, agent skills tracking, real-time Operational insight, configurable KPIs, Dashboards, and Reports straight out of the box so you can hit the road running and get analysis by service, process, activity, value add and non-value add lean analytics, and more.
Application discovery adds further data points from desktop analytics features, allowing you to keep track of agent case handling times and non-case-related times. This helps to identify training opportunities, system bottlenecks, and best practices to ensure your team works at full capacity, wherever they are.
You can see all applications used and for how long in each agent activity or aggregate across customer journeys, teams, or locations to track web application and on-premise application timings in all your service delivery.
Get the right work done by the right people at the right time, with live work allocation software that can forecast capacity and demand in Core OPX.
Then, use OCP to plan future resource needs with AI for demand projection and skills-based allocation of employee resources to projected demand.
Create as many forecasts and plans as required for different scenarios and pick the most accurate as the live plan to run with, swapping at any time as demand and capacity of resources change.
A code-free and rapid deployment solution to create, manage, and implement complicated business rules automatically – allowing instant deployment and rollback of new initiatives to handle priorities, case routing, team assignment and more.
Create bespoke interactive guides to guide your team through a case’s processing journey – reducing mistakes, complaints, and quality assessment failures. Checklists can be mandatory and used to enforce compliance checks.
Our complaints module helps you handle complaints tracking, customer interactions, ombudsman reporting, and more for UK regulatory financial services.
This innovative tool scans incoming mail to automatically allocate it to the appropriate process, team or agent, ensuring no more messages get lost in your systems and emails are handled efficiently.
Our AI can automatically determine if emails are Business or Personal, and automatically handle business emails leaving inboxes with personal emails if configured.
Set up and automate bespoke templates for emails, letters, and other business-critical documents to reduce the time spent on repetitive tasks.
OPX Doc Production can even create complex document-like policy documents, financial year-end reports, and Solvency 2 reports amongst others, all using a familiar Microsoft user interface.
A powerful data import and extraction tool, the OPX Ingestor can pull data from multiple file formats, map it into OPX or your own user-friendly databases, and transform it into Workflow cases.
Our on-demand restful web service can link data from OPX to your back-end system of choice or chosen RPA solutions like UIPath and Blue Prism to automate repeatable tasks in the service processes.
Any Opx Data can be exported via APIs including tables or reports you created yourself, and OPX MIS can show activity by RPA agents as well as human agents in the operational insight dashboards.
