Alerts & Notifications

Exela enables customers to configure their systems for real-time alerts. Alerts can be configured for a variety of reasons and notifications can be sent to a number of designated recipients.
Exela works with you to make every part of the system intuitive and personalized in order to deliver a customized experience.

Key Features

Configuration

  • Establish multi-tier thresholds and escalation conditions
  • Easy-to-configure alert and notification templates

Business Performance

  • Real-time quality and turnaround time monitoring for immediate remediation

Compliance

  • Extract and monitor key contract terms to maintain SLA compliance
  • Security and regulatory audit and notifications

Workforce

  • Workflow-based case progression
  • Monitor productivity and utilization to alert underperformers and/or management

Response Management

  • Develop customer profiles for optimal alerts and notifications
  • Multi-channel presentment, including escalation to live or virtual agents

Dashboard & Reports

  • Real-time monitoring through configurable dashboards and reports with dynamic drill down capabilities

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