What it does and why
it’s important
Currently powering client-specific workflows, ICMS Workflow is evolving rapidly to deliver fast, personalised, and compliant experiences by:
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Maintaining continuity in continuous, uninterrupted journeys
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Supporting end-to-end onboarding with minimal manual intervention
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Enabling real-time decisions with integrated decisioning engines
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Becoming a fully configurable, API-driven, data-powered platform
Key Benefits
Omni-Channel Engagement
- Enabling seamless switching between digital, agent-assisted, and chat channels (WhatsApp, email, etc.)
- Persistent data across touchpoints to maintain context and continuity
Configurable & API-Driven
- Built on APIs with backend-driven flexibility
- Designed for low IT effort implementation
- Supporting workflows across credit, insurance, and multiple products
Unified Customer & Agent Experience
- Aligning agent and customer views for real-time control and collaboration
- Providing a 360° customer view including applications, accounts, history, and interactions
- Combining sales, service, collections, and campaign management on a single platform
- Supporting multi-product, multi-tenant environments
Key Differentiators
Configurable at speed
Uninterrupted movement between digital and human-assisted journeys
Superior customer experience
Persistent data, real-time updates, multi-channel notifications
Agent empowerment
Mirror view of customer screens, flow control, and 360° client profile
Collections-ready
Campaign management, payment arrangements, multiple payment options
API orchestration layer
Ready integrations with credit bureaus, ABS/banking services, and biometric verification providers