The FIT Platform Workflow Engine

 

An effective emergency triage system depends upon being able to capture caller information quickly and methodically, so that the most appropriate resource can be dispatched with absolute accuracy in the shortest possible time. FIT’s new technology solution – proven in demanding and complex contact center environments worldwide – dramatically enhances this ability.
The FIT workflow engine captures the detail of every call, so that managers and specialists within emergency triage environments can analyze performance and adjust workflows over time to achieve continuous improvement — delivering ongoing and measurable gains in dispatch times, resource accuracy, caller experience and operational efficiency.
dynamic workflows

Dynamic Workflows

FIT Platform’s dynamic workflows guide call handlers through calls quickly to achieve consistent dispatch accuracy. It allows them to engage with callers intuitively, providing responses that are consistent and compliant.
workflow-designer

Workflow Designer

The FIT Platform workflow designer allows a client’s non-technical staff to quickly and easily build or amend branching workflows without writing a single line of code. That means qualified, authorized staff can make necessary changes to improve efficiency and performance.
easy-integration

Easy Integration

FIT integrates easily to telephony and CAD systems, so that not only the call, but the emergency response itself can be fully automated. It helps get the right vehicle and resources on the road as soon as possible.
professional services

Professional Services

FIT’s experienced team supports the client from business case to go-live and beyond, ensuring the workflow engine meets their needs. We help integrate FIT Platform into the client’s technology environment and work with their specialist staff to automate existing workflows, or to create new ones that meet or exceed industry standards.
track record

Track Record

FIT’s workflow engine is used extensively in heavily regulated industries including financial services, telecommunications, utilities and now emergency triage. It currently supports more than 12,000 users across 13 countries and multiple languages.

FIT Platform in action

  • The emergency call comes into the client’s telephony system.
  • The call is immediately routed to a call handler.
  • The call handler is guided through the call by FIT Platform’s dynamic workflows. FIT Platform and CAD are integrated at the desktop via a local connector.
  • Call information captured within the workflow populates the CAD in real time.
  • When sufficient information is captured, vehicle dispatch is automated via the CAD. As the call continues, supplementary information is sent directly to the vehicle on route.
  • FIT Platform is hosted on its own server – on premise or in the cloud. A local log ‘mirrors’ the application so that, if connectivity is compromised, work continues uninterrupted.
  • The FIT Platform console houses the workflow designer and management reporting with full security protection.
  • Integration to the client’s analytics engine means all call information is available for analysis to support insight, continuous improvement or transformation programs.
FIT 3 core principles

Speed

Most people are familiar with search engines like Google and use them to explore the vast amounts of information available on the internet. FIT Analytics allows you to apply the same ‘natural language’ to your queries, returning results with the impressive speed and simplicity of search engine technology.

Usability

FIT Analytics allows everybody to engage with business analytics, not just analysts. Reporting, ad-hoc analysis and the creation of dashboards becomes as easy and as straightforward as searching the Internet, allowing people to make the right decisions at the right time.

Flexibility

Whether you have implemented a data warehouse or you are trying to join up the data manually, FIT Analytics provides an extremely simple and user-friendly method of bringing data together into a single, coherent search engine that can then be used to provide consolidated reporting and analysis, all from a single point of access.

Search Powered Business Analytics

 

FIT Analytics provides the next generation of business analytics tools. Modern businesses today face the challenge of interpreting vast amounts of data contained in multiple —  and often unconnected — data stores and systems.
FIT Analytics solves this problem. Utilising the raw power of search technology, users are now able to retrieve and configure data for querying and reporting purposes quickly and easily.
search powered business analytics

Reporting and Analytics

 

FIT Analytics has extensive report creation and presentation tools, including comprehensive mathematical and statistical functions. With more than 100 chart types, users are able to create highly visual infographic style reports using a simple drag-and-drop interface.
Reports can be published and made available to individuals or groups of users and can also be saved in users private reporting area.
simple querying icon

Simple Querying

Filter results and search for values using natural language or selecting values on the screen in real time.
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Drill Down into Detail

Drill across interactive reports to build storyboards of information. Drill all the way through to transactional level data and everything in between.
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Cross Tabs

Multi-dimensional crosstabs are configurable on-demand, with conditional formatting, alerting and advanced calculation functions.
Secure information access

Secure Information Access

Industry-grade security controls including single sign-on, realm-based security and Windows Active Directory support.
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Venn Diagrams

Use interactive Venn diagrams to build complex segments of information through an easy-to-understand visual interface.
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Data Collection

Built-in data entry capabilities through an enterprise-grade form builder. Embed forms into reports to log outcomes and streamline processes.

Interactive Infographic Reporting

 

Every business analytics tool has dashboards, but few provide capabilities as flexible, simple and comprehensive as FIT Analytics. With the ability to position the reporting data anywhere on-screen in a variety of formats, users can structure and group related data together to incorporate logos, pictures, images and text as if typing data into a publishing package.
The User Interface (UI) has been designed to make the process of creating and saving new dashboards as quick and as easy as possible, with full customization to use corporate logos, fonts and color schemes.
FIT call history summary screen
FIT call type screen

Implementing FIT Platform

 

Choose FIT and our dedicated team will work alongside you to design and implement a solution that meets the demands of your environment and exceeds your expectations.
  • FIT Platform can be deployed quickly and easily by our professional services team, who will partner with you to deliver an on-time, on-budget solution.
  • FIT Platform integrates easily with key CAD systems and will quickly become part of your core technology infrastructure.
  • FIT Platform is a proven technology across multiple industries – providing innovation with certainty and low risk.
  • FIT Platform automates emergency triage, empowers your agents and promotes continuous improvement.

Explore the FIT Platform