https://store-images.s-microsoft.com/image/apps.65523.acd6bd07-ffbd-4c01-8de0-889ef8d02eb4.0dca98fa-257c-4242-8f72-cbfa6a13a319.8b490325-3d95-4dd4-84e0-9b8facce153f

TrackPoint Pro.ai

by WNS Global Services

Customizable Case Management Solution

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

At a glance

https://store-images.s-microsoft.com/image/apps.11917.acd6bd07-ffbd-4c01-8de0-889ef8d02eb4.c7cbfe11-c581-42b8-b125-05d5923e70e9.b139e621-b6f6-4974-9bc0-2d0b33d61776
https://store-images.s-microsoft.com/image/apps.13575.acd6bd07-ffbd-4c01-8de0-889ef8d02eb4.c7cbfe11-c581-42b8-b125-05d5923e70e9.bca0b6ac-db2f-4efd-bd4e-92da80305d88
https://store-images.s-microsoft.com/image/apps.47445.acd6bd07-ffbd-4c01-8de0-889ef8d02eb4.c7cbfe11-c581-42b8-b125-05d5923e70e9.d7f87f3d-c014-42db-ba00-1c56aada2376
https://store-images.s-microsoft.com/image/apps.43715.acd6bd07-ffbd-4c01-8de0-889ef8d02eb4.c7cbfe11-c581-42b8-b125-05d5923e70e9.814db702-b602-451d-b866-a3adf7617dc5
https://store-images.s-microsoft.com/image/apps.42223.acd6bd07-ffbd-4c01-8de0-889ef8d02eb4.c7cbfe11-c581-42b8-b125-05d5923e70e9.16612a71-0ebb-468c-b049-071094247a67