OPX Core Modules
Overview

OPX Core Modules enable you to realise business transformation projects and bring your operations into the digital age and be up and running within weeks.

Backed by comprehensive implementation and training services OPX allows you to expand your operations as the business requires with OPX Optional Modules.

  • Modular

    Highly modular and quick to implement, OPX supports the end-to-end processes from the digital capture of incoming work, back office workforce optimisation, smart work allocation, robotic process automation to the automated output of digital customer communications.

  • Set Up

    OPX is as near to a one stop solution to transforming back office operations as you’ll find anywhere in the market today. Designed to work either on premise or hosted in the cloud, OPX complements existing back office BPM systems reducing the cost and complexity of implementing solutions from multiple vendors.

  • Complete Control

    Above all, OPX supports operations management and team leaders with comprehensive accurate data on which to streamline processes, plan, manage robots and teams, forecast giving them the ability to manage their operations from a single point.

OPX is proven to increase productivity and utilisation, reduce costs, cycle times and complaints while improving quality and customer service.

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OPX Architecture

Team Leader Console

The OPX Team Leader Console is the OPX command and control centre.

Operations managers or team leaders, dependent on permissions, are able to configure the operations’ hierarchy, locations, team structures (including robots), team members, shift patterns, skill profiles and business processes together with appropriate service level agreements (SLAs).

The process options configured for each team and team member are automatically assigned and communicated through the OPX User App to ensure the correct processes and options are followed.

Acting on real-time reports and forecast models team members (including robots) can be dynamically re-assigned to meet changes in work volumes or complexity based on skill levels and availability.

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OPX User App

The OPX User App is a highly configurable application designed to guide, prompt and enable individual agents to process work efficiently based on skill levels and the needs of the business.

The intuitive, icon based, interface is the key to managing how work and when work gets processed. The “Get Next” option selects the next work item from the queue based on the skills level of the agent, SLA or other criteria set by the team leader preventing “cherry picking” of the simplest cases.

All options are configured via the OPX Team Leader Console by team leaders or managers. Actions, times and decisions taken by an agent are recorded through Workflow Manager for analysis of individual, team or departmental performance enabling the monitoring and immediate fine tuning of work and processes to meet quality or SLA targets.

Once presented each work item automatically pulls the history of the item, associated correspondence, documents, notes or other relevant information from the OPX system and/or any supporting back office system.

Pre-configured check lists guide the agent through the task together with options to either defer, pause, pass ownership or escalate if other departments need to be consulted, request information or simply to take a break or attend a meeting.

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Real-time Work Allocation

OPX tracks the demand for services in real-time from multiple channels including scan and index imports, call center and IVR interfaces, email and SMS messages as well as manually generated and web portal requests.

OPX provides global demand visibility and can show in real-time the workload in dashboards and reports, online and sliced and diced as required.

OPX can either automatically allocate work in real-time based on SLAs, volume and type of work matched to the available resource capacity and skills or allow managers to allocate to meet unexpected or changing circumstances.

The automatic work assignment prevents “cherry picking” whereby agents select the work directly from a queue which can lead to work or cases moving out of an agreed SLA due to its perceived complexity.

Recently one customer moved work from India to the UK during a period of national mourning took place. The move took place in minutes of the management being notified by OPX that the Indian teams had clocked off enabling managers to re-prioritise outstanding work allocations and move them back to the UK.

Benefits
  • Automatically matches work with resources
  • Prevents agent self-selection
  • Enables immediate re-allocation of work to meet changing priorities
  • Helps consistently meet SLAs
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Digital Customer Communication

At the end of the processing of work the quality and speed of customer communication is key to customer satisfaction.

The Digital Customer Communication Module completes the process by automatically and rapidly generating customer communications in real-time including: SMS/Text, eMail, HTML, PDF (with or without password) and Word documents.

By including a version of the OPX decision engine users can simply pick and choose the elements or sections of the document they wish to be included or embed a chart and include data feeds from XML or SQL Databases.

Benefits
  • Automatic generation of communication within OPX
  • Reduces vendor management overheads
  • Cost effective
  • Improves customer satisfaction
  • Ease of adoption through use of Word templates
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Quality Assurance

The OPX Quality Management is a high-level method of establishing a better customer journey for continuous improvement.

Samples of completed work items are selected by QA Managers to examine how the item progressed through the process.

For example if an initial call, letter, email or webform, how it was handled, how long did it take, what actions were taken through to the outcome?

Information is presented from the QA queue from which individual processes can be selected or deselected allowing questions and multiple-choice answers attached to stages of the processes.

Quality scores are aggregated and measured against a scale to measure the customer journey.  Each stage can be analysed and processes improved for future use.

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Reports and Dashboards

OPX Reports and Dashboards is the Management Information System (MIS) hub of the OPX solution.

OPX Reports and dashboard provide the visibility on productivity, utilization, SLA or process status (case, policy, complaints etc.) give managers unrivalled agility to plan, monitor and tune their operations.

Using an in-built report generator and re-useable widgets reports and dashboards can be easily created, stored and run on demand within OPX to provide real-time and historic management information by any combination of:

  • Process
  • Team Members
  • Automated tasks (robots)
  • Teams
  • Departments

Operations data captured by OPX can be easily fed into third party business information and spreadsheets applications for aggregation, reporting and presentation with other information sources.

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Decision Engine

Operations team members have to make decisions all the time, and while there will never be a true substitute for human deductive reasoning there are often cases where the decision required is really a hard and fast business rule.

For example, if a payment is late and we have chased by letter and then by email then add to the outbound caller queue to call the customer.

These decisions and far more complex ones can be created and added using the OPX Decision Engine.

Decisions can be created about many work items in queues including defining who, what and when as well as creating new data items against processing cases such as a field with Days overdue or how to handle the results from robotic agents, data gathering or whether an individual case is suitable for robotic or human processing.

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OPX Optional Modules

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