At TELECOM '04 C-CAMS Inc. (Booth 707) will show its recently released workflow management module, the latest extension of its enterprise suite of customer care and service applications designed for telcos, ISPs and other public services/utility providers.
Unlike other workflow management systems, the C-CAMS solution allows users to make changes on the fly and rapidly adapt to new workflow requirements, the company says in a press statement, adding the rules-based system allows users to customize operations, generally without IT support.
The prompt-driven workflow module integrates trouble-ticket/fault, work-order and service-order management into one tool. The customizable module allows providers to automate routing, schedule work, assign and transfer tasks, manage employees and resources, and track progress.
Alan Merchant, CIO and director of billing for Union Telephone, an ILEC serving Wyoming and parts of northern Colorado and Utah, says the beta version was comprehensive and easy to use. "We really liked how it was able to seamlessly integrate the existing information from our C-CAMS customer service modules -- everything dovetailed nicely so we always had a complete, clear picture of what was going on from the customer's side, the trouble-ticket side, the service-order side and the work-order side," he says.
C-CAMS 'workflow module includes a tree-based navigation tool to provide an instant, personalized view of a user's environment and their queue "inboxes." Users can access progress information by the type and number of queue tickets open for each job. Queue ticket searches are displayed on a priority and "first in/first out" basis. Queue catalogs can be viewed by "inbox" inventory, category, type and status within a particular type. Automatic alerts can be built into the system to help managers prevent workflow bottlenecks.
The workflow module integrates seamlessly with C-CAMS'hosted, multitiered, browser-based customer care and billing solution.
