Workforce Intelligence

As enterprises increasingly focus on improving the productivity and performance of their workforce, there is a growing demand for solutions that continuously monitor and analyze process performance. In particular, there is a need in defining, characterizing and measuring work – whether that work is performed by employees, by customers via self-service, or by fully automated systems.

Workforce Intelligence is central to OpenConnect Comprehend and a key component to improving your business processes. The Workforce 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.

As the nature of ‘work’ changes in the early 21st century, Comprehend Workforce Intelligence provides valuable insight into the precise nature of the ‘work’ your employees actually perform. OpenConnect customers use Comprehend for process efficiency by identifying improvements that can be implemented through changes in policies, modifications in best practices, and automation.

Comprehend provides unprecedented workforce 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 work event and can also look at the entire history of an individual transaction.

Workforce Intelligence: Comprehend helps healthcare insurance organizations improve productivity by identifying people related process problems that can be improved through changes in policies, modifications in best practices, or automation. - International Data Corporation (IDC). May 2009

Comprehend Workforce 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.

Examining actual workflows with Comprehend can help you reduce costs in any number of ways: understanding what should (or should not) be automated; a ddressing issues of employee productivity; help determine training needs and issues; automating measurements and assessments; and setting flags based on actual workflows and procedures.