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AI-powered Decision Intelligence For Service Operations

Putting data and intelligence at the heart of how you run operations.

Imagine if you could balance work, people and skills at every moment.

Imagine if every employee was performing their best.

Imagine if you never came close to missing an SLA again.

Imagine if you could capture the time freed up by your automation and process improvements.

Imagine if everyone had the time to do a job well, without rushing or compromising quality or customer experience.

Imagine the impact on performance if your teams always had the right mix of work, training and meetings.

Now you can know exactly what will happen and what to do, all the time.

Now every one of your leaders can make every decision correctly and in alignment, across your operations. Workforce management will never be the same, welcome to Decision Intelligence.

Decision Intelligence for service operations. The power to make the right decisions – faster.

The quality of your data is critical to your ability to make the right decisions at the right time. Decision Intelligence for service operations puts you in front of your data and insights, not lagging behind.

You have already invested significantly in a valuable technology infrastructure. We tap into what you already have in place so that you continue to add value to the investment already made, which helps us to deliver ROI faster.  

This low-risk approach has been developed for service operations teams to finally join the dots and experience data as it should be – accurate, timely and actionable.

How It Works

1. Making use of the data you already have

You already have data but it’s inconsistent and not at your fingertips – it’s hard work to get any value from it. You are working with significant blind spots which are frustrating, and workarounds are long winded. ActiveOps takes data from all relevant sources from within your organization. This low-risk approach means we use what you have, both data and platforms.

2. Making data relevant for service operations

Converting everything into a single view of work and time, the operations data model is built specifically for operations. This makes the data usable and comparable. It speeds up your ability to make informed decisions and gives everyone consistent insight.  

3. Human and Artificial Intelligence (AI) built in

We have 15+ years of service operations data to hand. This head start for our AI capability means we can show value faster. Combined with a heritage in system thinking for service operations and our AOM methodology our baseline of intelligence is second to none. 

4. Better decisions – faster

Our predictive and prescriptive intelligence gives your teams access to data and insights in the form of Decision Intelligence at every moment of their journey. Making the right decisions consistently at the right time drives customer and employee satisfaction.

Our Product Suite

Relevant and consistent data significantly improves visibility. The ActiveOps operations data model is built for service ops and sits within our products, providing you with one source of truth for all your decisions.

Intelligence for Transactional Service Ops

Prescriptive, AI-driven analytics that identifies hidden capacity and utilization, and prompts action to drive effectiveness and control.

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Intelligence for case-driven teams

Predictive analytics to keep casework and SLAs on track. Real-time view, real-time decisions.

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Employee and wellbeing Intelligence

Diagnostic insights highlight what is impacting performance, work and employee experience.

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AVERAGE
CAPACITY GAIN

20%
IN 1ST YEAR

NPS SCORE OF 8.8
INCREASES TO

74.81
OVER 4 YEARS

SAVED
$7M
IN FIRST 9 MONTHS

REDUCED CLAIMS BACKLOG BY
85%
SUPPORTING CX GOALS

REDUCED FRAUD
LOSSES BY OVER

£1M
ANNUALLY

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