CDL's new cloud-based workflow engine has gone live in a high volume retail environment, offering a robust, flexible and scalable solution for contact centre workflow. Developed as a successor to the MIAMI workflow engine, the Pelican proposition will be offered to all customers moving forward, due to its powerful functionality and a compelling road map of future developments.

Crucially, Pelican is a 'no code' self-service solution, with huge design flexibility, giving customers the ability to design their own workflow, including creating robots to automate a range of contact centre tasks and free up agents for more valuable work.

The new engine manages all aspects of contact centre workflow, including diaries, tasks and non-rating mid-term adjustments.

Chief Technology Officer for CDL, Robert Trueman, explains: "The major advantage of the Pelican workflow engine lies in its flexibility to automate new processes. These may be things that insurance retailers are currently using robots to fulfil or there may be other manual tasks on their wish lists to automate. The feedback from the live environment has been excellent and we have a pipeline of customers ready to follow suit and take advantage of what is already proving a more sophisticated, advanced and automated workflow solution."

Pelican also boasts more advanced data capabilities, such as the ability to integrate with a wide range of data sources to prompt workflow and the ability to source adjacent output files, including from CDL's Kingfisher business intelligence solution, driving further automation within the Strata ecosystem. Customers can set the frequency and parameters of data refreshes, giving them full control of these processes.

In addition to being cloud-hosted on AWS, resilience is supported by its superior error reporting tooling, which works on an asynchronous basis, ensuring business continuity when errors do occur.

Examples of workflows that can be set up using the new workflow engine include third party payment prompts and more sophisticated BACS workflows to deal with Automated Direct Debit Amendment and Cancellation Service (ADDACS), Automated Direct Debit Instruction Service (AUDDIS) and Automated Return of Unpaid Direct Debits Service (ARUDD).

Tasks can also be triggered to drive behaviour, for example, contacting customers if a policy is not taken up within a certain timeframe or a document is not provided. Where behaviour persists, further actions can be triggered, for example, amending the policy if evidence of no claims bonus is not produced.

For more information on the new workflow engine, please speak with your customer relationship manager.