Host Integration

Sub-Task Automation

Sub-task automation in WCM uses host integration to automate steps in a process. Work Center Staff can therefore focus on making decisions that move the process along. The result is an efficient process that integrates human and mechanized efforts. Examples of sub-task automation include:

• Co-presenting information from multiple applications, which eliminates inefficient swivel chair accessing of multiple applications.
• Monitoring documents and tasks in other applicationsthat are needed to coordinate work efforts, confirm timely work progression or, identify a necessary escalation eliminating the need for a person to do such monitoring, and/or triggering a manual intervention only when necessary.

When all sub-tasks have been automated the processes become "zero-touch"

• WCM's sub-task automation leads to achieving a goal of full automation or a "zero-touch" process. Tasks that start as manual can be automated in WCM or externally to WCM, as more investment is available. It can be beneficial to leave a process within WCM as it moves to full automation, as the manual process can still be efficiently executed if future automation falls short of 100%.

Looking for solutions in the Healthcare sector? Find out more about our solutions for Healthcare Provider groups.

Task Handoffs

Automated and manual task handoffs in WCM provide a capability to electronically communicate with systems and people in your enterprise, while still measuring and tracking the process to completion. For example: when creating or receiving a trouble ticket from another work group, when requesting a field dispatch or service call to a customer, or other communication, and in doing so, eliminate email and/oor other one-way methods that might allow a valued customers transaction to fall through the cracks.

Web Services

WCM supports web services as both a means to connect and leverage application information in your enterprise, as well as a protocol to allow other applications in your enterprise to leverage WCM. WCM web services can be created and exported to:

• Allow applications to inspect the current status of a manual transaction in WCM, the status of users who have, or are currently, working on a work item; and to inspect historical information about a completed process.
• Allow applications to start, pause, stop, delete, change, prioritize or otherwise alter work items pending to users.
• Allow applications to reuse telnet 3270 / vt100 / database or other connectivity already established, tested and maintained in WCM.
• Allow applications to reuse decision logic, configuration tables, and prioritization schema, configured and maintained by work center administrators.
• Push user productivity information to a centralized enterprise database or forecasting tool.

Work Center Manager's Host Integration can be configured to:

• Utilize existing EAI tools that are in your enterprise infrastructure to unlock silos of enterprise data and seamlessly integrate with WCM
• Utilize Enterprise Service Bus (ESB) and Business Process Management (BPM) technologies, such as Oracle's (after merger with Sun Microsystem's) JavaCAPS suite ( www.sun.com/javacaps) and others.
• Utilize embedded WCM communication tools
• Telnet 3270 and telnet vt100 screen scraping capabilities, wrapped in SOA by WCM, unlocking enterprise data access in a manner that can be reused over and over across multiple manual and automated processes in WCM.
• Database connectivity, also wrapped in SOA by WCM, for reuse across multiple manual and automated processes in WCM.
  • Utilize any custom created communications software to connect directly to WCM via the ubiquitous SOAP 1.1 and 2.0 protocols, which are ideal for applications to speak with each other across TCP/IP (Note: WCM supports both client and server SOAP access and can generate and import WSDLs to reliably establish such interfaces)

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