What is Real-Time Designer?

Real-Time Designer is a Windows-based tool that enables you to design targeted support for a variety of customer interaction types and to precisely specify how they should handle the dynamics of even complex and unpredictable customer interactions in real time.

Designing the Agent/Customer Interaction

Real-Time Designer enables you to create base-level instructions for the interaction Decision Engine so that it can specify detailed descriptions of how Advanced Process Automation should react to a wide variety of conditions. These conditions can be dependent on the information extracted by Advanced Process Automation from connections to your existing data sources, such as the fields and tables in your customer database and customer service applications. Based on the results of these decisions, Real-Time Designer lets you design the look and content of the callouts (popup windows) that are displayed for agents. You can also define the work flows presented to agents to trigger automated customer handling processes, such as opening an account or deleting a transaction.

Simple to Use – No Programming Required

Using Real-Time Designer is as straightforward as writing a set of business rules that point to existing data sources, with no need to actually perform integration with these sources. No programming or development efforts are required.

Decision Support

Real-Time Designer provides insight and decision support based on its data mining analytics. It collects information from various databases, from the applications in use, and from a rich variety of sources that you define, and then investigates this collected information to offer you the best suggestions and assistance throughout customer interactions. Real-Time Designer also investigates the agents' behavior, bottlenecks in customer handling, most-used parts of applications, and where mistakes are typically made.

Advanced Process Automation provides agents with insight and decision support based on corporate data and the customer/agent information that it collects.