Contact Centre

Flexite News Center

We're glad to present that Malmö Stad (the municipality of Malmö) selects flexiteBPMS as their system for deviation management. 
Uppsala Kommun (The municipality of Uppsala) extends their use of the flexiteBPMS software. This is done via Flexite's partner ...
We're glad to present that Malmö Stad (the municipality of Malmö) selects flexiteBPMS as their system for deviation management. 
Uppsala Kommun (The municipality of Uppsala) extends their use of the flexiteBPMS software. This is done via Flexite's partner ...

Contact Center

Increase accessibility and deliver better service and a higher quality to your customers with the flexiteBPMS system for contact center and customer service.

flexiteBPMS is a safe choice for both the simplest contact center “fire and forget” and the advanced contact center that is the hub of the entire business. The contact center system makes it easier for the customers to make contact, relieves your specialists from routine cases and provides a more effective administration with shorter waiting times.

Flexite News Center

We're glad to present that Malmö Stad (the municipality of Malmö) selects flexiteBPMS as their system for deviation management. 
Uppsala Kommun (The municipality of Uppsala) extends their use of the flexiteBPMS software. This is done via Flexite's partner ...
We're glad to present that Malmö Stad (the municipality of Malmö) selects flexiteBPMS as their system for deviation management. 
Uppsala Kommun (The municipality of Uppsala) extends their use of the flexiteBPMS software. This is done via Flexite's partner ...

For the User

Increased accessibility

Reporting is completely web-based and supports virtually all browsers on the market including smartphones and tablets. The forms can also be published on a website for reporting.

 

Better service

With flexiteBPMS’s automated process for contact centers you will dare to promise faster response times without complicated contact channels. Maximum times, alerts and reminders ensure that decisions are made on time and the system automatically sends feedback via e-mail to the user.

For the Organization

Nothing falls through the cracks

If a question is not answered on time, the executor is alerted. Absence management, load balancing and various escalation functions govern what should happen when a question is not answered on time.

 

Interact with other systems

flexiteBPMS’s integration engine makes it simple and easy to integrate with other systems, e.g. case management systems, map features, population and property records and personal directories.

 

Confidentiality and anonymization

Issues handled at a contact center may legally have to be handled confidentially. In flexiteBPMS, confidentiality is easily configured based on different requirements, where not all the information is kept confidential but is depersonalized instead. Data may then be available for statistics and searches, while the personal data is only available to the administrator.

 

Weeding and destruction

In accordance with data protection legislation and to keep the amount of data down, there are functions for weeding where certain data is destroyed after a given time interval. For instance, weeding of personal data and attached files can occur after a certain time, while data in general is available for a longer time for searching and statistics. After further time, weeding of additional data can be carried out. Statistics will still be available at that point, but text searches cannot be carried out. As a final supplement, all data can be destroyed.

How it works

  • Somebody calls, e-mails, texts or sends a letter to the contact center and a case is created automatically or manually in flexiteBPMS.
  • The case starts an automated process that forwards the case within the organization for the handling of activities and decisions.
  • Feedback on the case is sent automatically to the person who has submitted the case via the desired contact channel.

Technically

  • flexiteBPMS can be used as a cloud service or installed with you.
  • flexiteBPMS ensures that everyone gets access to what they should and nothing else.
  • Reporting, management, statistics and report generation, etc. is completely web based.
  • A direct link in the e-mail simplifies handling.
  • Support for the any browser, including smartphones and tablets.
  • Automatic login. Everything that happens in an errand is stored in a log. The logging makes it possible to see who has done what and when for each errand.
For more information, please don't hesitate to contact me