Case Management

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Case Management

Codec deliver world-class case resolution by automating case creation and routing rules, creating failure and warning actions that execute if your Service Level Agreements are not met on time.

Codec Case Management Tool

Ensure you exceed your customers expectations by easily:

  • defining and managing service entitlements and SLA’s
  •  creating dynamic routing and queuing rules to ensure you hit your service targets

Define and customize enterprise-wide KPI’s (e.g. first response, resolution by, customer sat) and associate processes and rules (e.g. routing, queuing, escalation and notification) to ensure they are met.