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VSI Enhances Real-Time Decision Support in its CRM/Contact Center and Field Service Management Apps
Innovations to VSI's Vertical Services Platform technology combine business process management with service guidance to improve end-to-end service.
Posted Apr 19, 2012
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Vertical Solutions, Inc., (VSI) has enhanced its platform technology, Vertical Services Platform (VSP), to enable real-time decision guidance. This new functionality, called Service Guidance, is available on all applications developed on VSP, including VSI's cloud-based CRM contact center and field service management solutions, VContactCenter and VServiceManagement.

VSI's Service Guidance provides any system user, whether it's contact center agents, customer service personnel, field service teams, and end-users accessing self-help portals, with pertinent information, tips, and suggestions on data capture processes and relevant actions. Service Guidance helps companies standardize processes, minimize ramp-up times for agents and service personnel, improve up-sell and cross-sell opportunities, enhance reporting, and, in certain cases, comply with regulatory requirements. Companies can create their own business processes for agent and user guidance via VSP's BPM capabilities.

"VSI's Vertical Services Platform also combines guidance with business process management. Companies not only can prompt users to take appropriate actions, they can build a variety of business processes into those actions," said Ron Wegmann Sr., CEO of VSI, in a statement. "Companies can execute highly complex processes based on users' interactions, such as initiating Web service calls, creating mail events, and interrogating data warehouses. And they can do so consistently, ensuring that every interaction follows protocol and adheres to the company's best practices."


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