Intelligent event management and workflow automation
At the heart of Selcomm is an Event Management Engine that defines and drives the business processes flowing through it. When defining a specific business process — for example the activation of a service — the process is defined as a specific lifecycle that is, in turn, defined as a series of events. In this example, the service must be allocated to an account; it must have a package associated with it for the purpose of billing; it must be registered on the carrier network; and a confirmation is required for the user activating the event.
As most services differ in their defined business processes, so too do they differ from carrier to carrier in how they are managed. Selcomm allows these varying business processes to be defined, freeing the end user from the need to understand how to manage them. Further, because Selcomm manages not only service processes but also any process within the system, there is a significant reduction in human error and a significant reduction in the time — and therefore the cost — to perform the work.
Event Management Engine features include
- Support for both user and system generated events for workflow management
- Allocation by user or user group level
- Accept service change notification
- Time-based scheduling of events at both a system and user level
- Definable triggering of actions, for example email, validation list, external display or process activation
- Open or closed feedback loops
- Chaining of events
- Definition of SLAs for events and their related escalation processes
- Integration of workflow events with other Selcomm modules
- Definition of business processes to allow sequencing of events