Automated workflows and reporting metrics

Industry: Financial Services Region: Americas Technology: Unified Communications

More systems, more problemsWhen Cisco arrived at this large financial services company, many areas of improvement were needed simultaneously:

Different lines of businesses (LOB) were using different multi-vendor systems, adding complexity to projects and communication

A lack of a reliable systems of record (SOR) limited available options for automation

There were no metrics for tracking gains for existing automation

The company was also experiencing higher operational costs due to many processes that were still manual and labor-intensive. Automating these capabilities, the company thought, would reduce costs and would help employees spend more time on important customer-related issues.Company increases its efficiencyWhen Cisco was brought in, our team recognized that many of the company’s problems could be solved through its Agile Collaboration Workflow Management solution, which would leverage new and existing APIs to produce:

Self-service functions

Automated workflows for enterprise voice (Cisco Unified Communications Manager [UCM] and Cisco Unified Communications), including provisioning for sites and bulk devices and migration for large projects

Incident management efficiency (day-2 remediation)

Automated phone testing

Enterprise-wide integration with parent workflow systems

Synchronization and reconciliation to SORs

Built-in metrics and reporting

Solving these problems not only meant improving productivity throughout the company, but also provided the firm savings from its automation spend from day 1. With this new solution, the company can now produce high-accuracy SORs, precisely track and measure relevant statistics, and reduce future operational risk and outages.