From Task Mining to Work Intelligence

The analysts were not short of data. They were surrounded by it. Customer balances, aging details, dispute history, payment behavior, credit notes, open items, account comments, collection actions, and escalation signals all existed somewhere across the operation. The problem was that before anyone could manage the account intelligently, they had to assemble the account view first. They had to collect fragments, compare sources, check what was current, rebuild context, and decide which...