Method and system for managing one or more processes in a business center

• US 9,015,222 B2
• Filed: 09/18/2009
• Issued: 04/21/2015
• Est. Priority Date: 09/24/2008
• Status: Active Grant

• Current Assignee: EdgeVerve Systems Ltd. (Infosys Limited)
• Original Assignee: EdgeVerve Systems Ltd. (Infosys Limited)
• Inventors: Deshmukh, Gaurav
• Primary Examiner(s): Dailey, Thomas
• Assistant Examiner(s): TRAN, NAM T
• Application Number:
  US12/562,535
• Publication Number:
  US 20100077042A1
• Time in Patent Office: 2,041 Days
• US Class Current: 709/201
• CPC Class Codes: G06Q 10/06 Resources, workflows, human or project management; Enterprise or organisation planning; Enterprise or organisation modelling
• CPC Class Codes: G06Q 10/0633 Workflow analysis
• CPC Class Codes: G06Q 10/06398 Performance of employee with respect to a job function
• CPC Class Codes: H04L 41/50 Network service management, e.g. ensuring proper service fulfilment according to agreements
• CPC Class Codes: H04L 41/5032 Generating service level reports

Abstract

The present invention provides a system and a method for managing a customer contact center. The system includes a one click sign-in module, a client-host, and a control module. The one click sign-in module enables one-click authentication of an agent for logging in to a plurality of applications during a data transaction. The client-host displays the plurality of applications to the agent on a single screen to enable access to critical information related to the data transaction from the plurality of applications. Further, the control module records the critical information of the data transaction for data analysis to manage one or more processes related to the data transaction.

Claims

1. A system for managing one or more processes in a business process center, the system comprising:

a. a client-host, the client-host configured for;

displaying a plurality of applications in a single screen, the displayed applications being accessed by an agent for having access to critical information regarding a data transaction that is associated with at least one of the plurality of applications, wherein display order of the applications is based on preferences of the agent and the usage of the applications, further wherein the agent accesses the plurality of the applications using single log-in credentials,

linking all the applications with each other that have common parameters so that the agent can access to all issue of applications related to that common parameter;

wherein the client-host comprises an information transfer module configured for enabling communication between the plurality of applications, the communication comprising transmitting the critical information related to the data transaction between the plurality of applications on the single screen;

b. an input module, the input module configured for entering one or more pre-defined data items into at least one of the plurality of applications, the one or more pre-defined data items being required for the data transaction and being entered by the agent; and

c. a control module, the control module configured for recording the critical information of the data transaction for data analysis, wherein the data analysis enables managing one or more processes associated with the data transaction.

2. The system according to claim 1, wherein the control module is further configured for capturing at least one information associated with the agent, the at least one information being at least one of one or more personal information and one or more official information.

3. The system according to claim 1, wherein the business process center is at least one of front office and back office.

4. The system according to claim 1 further comprising a one click sign-in module configured for enabling one-click authentication of the agent for logging into the plurality of applications during the data transaction.

5. The system according to claim 4, wherein the one click sign-in module comprises an initial sign-in module configured for one-click authentication to initiate access to each of the plurality of applications.

6. The system according to claim 4, wherein the one click sign-in module comprises a repeat sign-in module configured for one-click authentication after expiration of existing log-in session of the agent.

7. The system according to claim 1, wherein the client-host comprises a linking module configured for creating the interface between the plurality of applications, the interfaced plurality of applications being displayed in a tabbed view on the single screen.

8. The system according to claim 1, wherein the client-host comprises a display module configured for displaying the critical information to the agent, the critical information being captured from a tabbed view of the plurality of applications.

9. The system according to claim 1, wherein the control module comprises an event tracker module configured for capturing one or more events of the data transaction.

10. The system according to claim 9, wherein the event tracker module is further configured for displaying the critical information to at least one of one or more process managers, one or more supervisors, one or more team leads and one or more quality executives.

11. The system according to claim 10, wherein the control module comprises a decision engine configured for deciding a common message to be sent to one or more agents based on the tracked one or more events in the business process center.

12. The system according to claim 1, wherein the control module comprises a data analytics module configured for performing data analysis on the critical information.

13. The system according to claim 1 further comprising an alert module configured for sending a common message to one or more agents of a business process center, the message being decided by a reviewer.

14. A method for managing one or more processes in a business process center, the method comprising:

a. displaying a plurality of applications in a single screen, the displayed applications being accessed by an agent, for having access to critical information regarding a data transaction that is associated with at least one of the plurality of applications, wherein display order of the applications is based on preferences of the agent and the usage of the applications, further wherein the agent accesses the plurality of the applications using single log-in credentials

b. linking all the applications with each other that have common parameters so that the agent can access to all issue of applications related to that common parameter;

c. enabling communication between the plurality of applications, the communication comprising transmitting the critical information related to the data transaction between the plurality of applications on the single screen;

d. entering one or more pre-defined data items into at least one of the plurality of applications, the one or more pre-defined data items being required for the data transaction and being entered by the agent; and

e. recording the critical information of the data transaction for data analysis, wherein the data analysis enables managing one or more processes associated with the data transaction.

15. The method according to claim 14, wherein the business process center is at least one of front office and back office.

16. The method according to claim 14 further comprising logging into the plurality of applications by the agent through one-click authentication of the agent.

17. The method according to claim 16, wherein the logging into the plurality of applications comprises one-click authentication to initiate access to each of the plurality of applications.

18. The method according to claim 16, wherein the logging into the plurality of applications comprises one-click authentication after expiration of existing log-in session of the agent.

19. The method according to claim 14, wherein displaying the plurality of applications in the single screen comprises creating the interface between the plurality of applications, the interfaced plurality of applications being displayed in a tabbed view on the single screen.

20. The method according to claim 14, wherein displaying the plurality of applications in the single screen comprises displaying the critical information to the agent, the critical information being captured from a tabbed view of the plurality of applications.

21. The method according to claim 14, wherein the recording of the critical information comprises capturing one or more events of the data transaction.

22. The method according to claim 14, wherein the recording of the critical information comprises displaying the critical information to one or more process managers.

23. The method according to claim 14, wherein the recording of the critical information comprises performing data analysis on the recorded critical information.

24. The method according to claim 14 further comprising capturing at least one information associated with the agent, the at least one information being at least one of one or more personal information and one or more official information.

25. A computer program product for use with a computer, the computer program product comprising a non-transitory computer usable storage device having a computer readable program code embodied therein for managing one or more processes in a business process center, the computer readable program code performing:

a. displaying a plurality of applications in a single screen, the displayed applications being accessed by an agent, for having access to critical information regarding a data transaction that is associated with at least one of the plurality of applications, wherein display order of the applications is based on preferences of the agent and the usage of the applications, further wherein the agent accesses the plurality of the applications using single log-in credentials,

b. linking all the applications with each other that have common parameters so that the agent can access to all issue of applications related to that common parameter;

c. enabling communication between the plurality of applications, the communication comprising transmitting the critical information related to the data transaction between the plurality of applications on the single screen;

d. entering one or more pre-defined data items into at least one of the plurality of applications, the one or more pre-defined data items being required for the data transaction and being entered by the agent; and

e. recording the critical information of the data transaction for data analysis, wherein the data analysis enables managing one or more processes associated with the data transaction.

26. The computer program product according to claim 25, wherein the computer readable program code further performing logging into the plurality of applications by the agent through one-click authentication of the agent.

27. The computer program product according to claim 25, wherein the recording of the critical information comprises capturing one or more events of the data transaction.

28. The computer program product according to claim 25, wherein the recording of the critical information comprises displaying the critical information to one or more process managers.

29. The computer program product according to claim 25, wherein the recording of the critical information comprises performing data analysis on the recorded critical information.