Process Intelligence

In most all business process improvement initiatives, you just can’t see the work behind the work being done. And what you can’t see, you can’t measure. And what you can’t measure, you can’t improve.

Process Intelligence is central to OpenConnect Comprehend and a key component to improving your business processes. The Process Intelligence derived from deploying Comprehend will provide you the insight and metrics to make decisions based on fact rather than speculation. No more guesswork, just the real knowledge you need to make intelligent business decisions.

Comprehend provides unprecedented process intelligence. It gathers data by collecting every user interaction, every click stream or keystroke across multiple channels/systems (mainframe, web, client server, logs, etc) and converts this stream into event data. Our analytics aggregates this data and produces continuously updated reports and dashboards.  You can drill down into the details of each step in the process and can also look at the entire history of an individual transaction.

Comprehend’s ability to identify process problems quickly and at deeper levels than previous analytical efforts is an attractive feature of the software… Continuous visibility and analysis can yield significant gains even after process improvements have been made using other tools. – International Data Corporation (IDC). May 2009

Comprehend Process Intelligence is also a key component of our Process Intelligence Cluster which provides the next level of understanding. By combining real-user interaction on disparate systems (web, 'green-screen', desktop or any combination) and augmenting this information with process execution details from existing system interfaces (IVR logs, claims submission jobs, order invoicing processes, etc.) a full end-to-end business process emerges from the details. Only by combining all the information in your IT stack with the real-user interactions with those systems gives you a complete picture of your business processes.

Comprehend Process Intelligence has provided organizations an unprecedented view of the end-to-end processes to quickly pinpoint and resolve rework and process bottlenecks. Healthcare Insurance organizations have used Comprehend to improve claims operations, operational first pass rates, and audit practices. Financial services organizations have used Comprehend to improve first call resolution, call mitigation and customer satisfaction. Whatever your specific requirement is, Comprehend ultimately answers the questions….what are the root causes driving process variations? ….. and how do your costs correlate with the effort expended and the tasks that are accomplished.