TrackPoint Pro.ai: Empowering Agents, Delighting Customers

WNS’ TrackPoint Pro, a highly efficient, cloud-hosted case management solution developed by WNS, has been further enhanced by integrating AI capabilities powered by Microsoft Azure OpenAI’s RAG model for automatic case updates, customer sentiment analysis and suggestive responses. With TrackPoint Pro.ai, businesses can enhance collaboration, boost agent productivity and drive magnified customer satisfaction.

Key Features:

Multi Domain Accounts Management and Login
AI enabled Sentiment Analysis, Auto case update, Suggestive Response
Rule based ticket assignment and management
Custom, Process, SLA & Tickets ageing based Portlets management.
Ticket Creation Manually, from Web and Email
Integrated Knowledge Base for agents
Real time Workgroup Lead & Agent Dashboards
Tickets Data Export, Linking, Reallocation within & Outside Workgroup
Auto Due Date Calculation for tickets considering shifts and holidays
Email Notifications on Ticket Status Changes or Before Due Date
Notes Creation for recording additional information on ticket
Audit trail for tracking User Actions with Timestamping
Escalation Matrix to define your team hierarchy for auto-notifications

Benefits:

Transparency, global visibility & accountability through automation & centralization
Close tracking of Agent workload, service levels and team collaboration
Custom E-mail templates comprising of predefined text to enable quicker reply of tickets, sending notification e-mails and workflow alerts.
Multiple Documents Support, Tickets & attachments in one place.
Less Manual intervention and ability to prioritize requests based on customer’s mood
Exhaustive Reporting from Ticket and Resource Perspectives
24x7 real time support from our Technology support team
Profile & Password Management
Frequently Used Contacts Management
Eased Tickets Search using Pre-Defined filters, Quick & Advanced Search
Bulk Tasks Actions & Replication for improved Management
Global accessibility via web or mobile

Target Audience:

Ideal Case Management solution for Process Helpdesks in various domains including: Order Management, F&A (AP/AR/GL queries) Helpdesk, Procurement Helpdesk, HR& Payroll Helpdesk, Travel Helpdesk, Insurance Helpdesk, Application Support helpdesk, Shipping and Logistics Helpdesk.

Key Differentiators:

Case Lifecycle Management - 360 Degree View of Solution
Dashboard rendering and Real time Insights
Performance monitoring using Comprehensive Reporting
GenAI Capabilities
Configurable Processes, Enhanced tracking
Security features and Role Based Access Control
Custom Roles and Embedded License generation
Dynamic Email Notifications

Keywords: Dynamic Case Management Application, Case Management Software, Adaptive Case Management, Workflow Automation Tools, Digital Case Management System, Intelligent Case Management, Case Handling Solutions, Enterprise Case Management, Customizable Case Management, Ticketing Tool, Request Management Application, Email Management Tool, AI Case Management Solution

TrackPoint Pro.aiWNS Global Services

TrackPoint Pro.ai

WNS Global Services

TrackPoint Pro.ai

WNS Global Services

TrackPoint Pro.ai
WNS Global Services