VPAS ® CSWD – Customer Service Work Desk
Overview
Conquer high customer volumes and complex inquiries with Infosys McCamish’s CSWD (Customer Service Work Desk). This innovative platform empowers you to scale your service operations without extra staff. By easily configuring automation and business rules, CSWD streamlines workflows and tackles growing demands. Gain a complete picture with real-time service level agreements (SLAs) and interactive dashboards. CSWD delivers valuable customer and service insights across policies, while user-configurable SLAs ensure exceptional customer experiences. Plus, one-touch, automated processing reduces training needs and guarantees compliance, freeing your team to focus on high-value interactions.
Insights
CSWD highlights
- Low code platform for low-tech deployments
- Integrates with multiple administration systems and platforms
- More agile and iterative cycle of development
- Reusability and reduced cost, higher standardization of processes, quicker time-to-market, and higher maintainability
- Leverages the ‘design once and deploy in many places’ concept, reducing development time and customization
- Able to support multiple geographies with minimum configuration change
- API-driven view of all documents relating to a policy, including every inbound customer contact and system-produced document sent to the policy owner
- Dedicated 360° view of customer/ policy/new business application/ agent as per service requests
- Detailed management reports and analytics to track department or individual performance on a real-time basis
- Creating intelligent prompts to remind the service representative of key information that can be tailored as per the customer, product, or geographic region
- Guiding new service representatives through transactions without having to reference multiple procedure sources, while also reducing the duration and cost of upfront training
CSWD: Key benefits
20%+ Productivity improvement in operations
25% Reduction in average call handling times
30% Reduction in time to complete after-call closure activities
50% Reduction in onboarding and training of new associates
20% Reduction in rework
Request for services
Find out more about how we can help your organization navigate its next. Let us know your areas of interest so that we can serve you better
