Platform Features

Automatic delivery of tasks by availability, skill and priority to ensure the most effective service and adherence to SLA's.

Configure granular access to tasks by queue, allowing either no access, read access or write/action.

When action is being taken on a task, lock the associated case and/or customer to ensure no parallel work is being undertaken.

Apply granular control of your SLAs by task type, including Initial Offer and Completion to drive customer response targets. REG will do all the hard work so you can focus on business performance as opposed to managing individual contributors.

Configure your working days/times to accurately measure SLAs.

Route tasks to agents with the appropriate skill allowing task assignment to the right people irrespective of the queue.

Gain clear insight to measure team and individual performance against targets/SLAs.

Identification, extraction and classification of "key" information to drive automation and enquiry context.

Build fully automated, hybrid or manual processes to reduce costs and increase customer satisfaction.

Automates workforce management based on SLAs, availability and skill, whilst providing insight through real-time reporting.

Automate common actions to reduce workforce overhead.

Continuously monitors queue health, allowing failing actions to be re-tried to reduce human intervention.

Round the clock front and back-office task automation; customer queries resolved efficiently, effectively.

Automatic delivery of tasks to users based on priority. users don’t need to click the work they fancy, it gets delivered based on priority and availability ensuring optimal efficiency and adherence to SLAs.

Complement the automatic delivery of tasks with queries that filter specific tasks for review and action.

Adapt the workspace by role, allowing Admins, Content Creators and Customer Facing teams to experience a personalised but common interface.

Multi-tasking of multi-channel communications, (Email, Social, CTI).

Audit all actions taken across Lokulus to support compliance and GDPR.

Automatically allocate tasks to an associated case and customer, allowing quick lookup and review of previous communications.

Manage follow-up or seek help from others.

Provides "suggested" templates paragraphs and attachments to aid user responses.

Centralised knowledge browser to capture and re-use knowledge to aid response times and consistency.

Embed external sites and applications within the Lokulus workspace to reduce switching between applications.

Allows users to compose responses and save them prior to use.

Support the composition of responses with a multi-language spell and grammar checker.

Set quality thresholds by profile to ensure new staff get additional support and feedback when responding to clients.

Provide a visual indication of client sentiment per enquiry and aggregated sentiment over time by case and customer.

Fully featured email integration supporting all modern email protocols, (POPS, IMAPS, SMTP, 0365 GraphAPI)

Via call logging or full CTI integration, users experience a common interface that provides an enriched single customer view.

Provide a seamless customer experience by enabling conversation over your client's preferred method of communication, including Facebook, Twitter, WhatsApp, Instagram.

Create webforms to capture information from your website and create tasks within Lokulus.

Chat is provided within the Self-service widget, allowing the enablement of web chat via your own website. Lokulus also opens up the use of AI to deal with common queries.

Manage and publish FAQs to your website via the self-service widget enabling customers to address their own queries.

Allow customers to engage via webchat.

Build webforms that capture context to efficiently route queries to the right user or automated processes.

Gain insight into self-service use and effectiveness to adapt customer journey and promote relevant knowledge.

Create and surface knowledge to improve the quality of responses with personalisation no matter the customer language. Supports the inclusion of dynamic context-based on pre-defined logic.

Centralise all business knowledge to drive effective knowledge capture and re-use through the workspace knowledge browser.

Allow the operation to manage public-facing FAQs and publish via the self-service widget.

Out of the box real-time dashboards that visualise user performance, demand trends and key management information.

Access the rich analytics provided by Lokulus and visualise in your preferred reporting technology, e.g. PowerBI and Tableau, allowing for integration to your data warehouse.

Build queries and aggregate data to provide business insight.

Access standard reports that provide insight across transactional and operational demand and performance.

Lokulus supports SSO with integration with AAD, Google, Facebook and other common federated platforms, ensuring access control is managed by you allowing seamless access to the platform.

Apply granular control of the Lokulus features by role and component.

Full auditing is provided for platform access and configuration.

Lokulus allows granular control of your data retention policy to align with your business needs.

Lokulus incorporates data maintenance and tidy jobs to ensure optimal performance at all times.