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FrontWorks Critical Information Distribution system provides the facility to contact your staff or clients rapidly over a number of communications channels and devices:
- Telephone: Land Line
- Telephone: Mobile/Cell
- SMS: Short Messaging System
- MMS: Media Messaging System
- PDA
- Pocket PC
- Fax
- Pager
When time is critical and response is crucial CID is essential to your business needs. CID was designed specifically for integration with other systems. So if it is MQ, COM/DCOM, CICS, SNA, ODBC, TCP/IP Sockets, RMI CID has the communication link you need.
Currently when critical information needs to be delivered to a client a human agent is involved either to make a telephone call or send an Email or Text Message. This is expensive with no guarantee of delivery. Especially when making telephone calls, typically the call will be placed back onto a workflow queue for another agent to try sometime later.
CID has been established to exponentially increase the speed of contact with clients and therefore reduce risk and expense when critical information has to be delivered. This increase in efficiency is further enhanced by reducing agent costs. In automating the process a client can be sent text or pictorial based messages as well being repeatedly called until he/she has answered. These attempts at contact can take place a predetermined number of times at the end of which a call can be placed into management priority queue all without expensive human intervention.
Example
A large transaction is about to be processed thru a customer's credit card. This type of transaction is unusual. The customer needs to be contacted. With CID integrated into your detection system an automatic series of messages and calls will be sent to your client. The text based messages will require the client to call the company and deal with an agent.
However with telephone calls, on answering the client is asked for PIN or Account details. On verifying the details an urgent message is spoken describing the transaction. At the end of which the customer can press one indicating that everything is fine or press two to place a hold on the transaction and call the company A.S.A.P.
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