The unique capabilities of ALFA make it possible to transfer most responsibilities for creating and managing the content of your SMS, emails, and mobile notifications directly to business users, significantly minimizing the need for IT specialists to be involved in the creation and management of digital customer communications.
As a result, the design and management of digital communication templates are significantly accelerated and streamlined. Creating a new template for an SMS, email, or mobile notification now takes virtually the same amount of time as it used to take just to prepare a specification for IT specialists to build it using traditional technologies.
In a simple and highly intuitive environment, users without IT expertise or knowledge of digital formats can create templates for SMS messages, responsive emails, or mobile notifications, fill them with data, and configure their formatting, conditional logic, and personalization.
Every year, the number of customers who read emails on mobile devices continues to grow, along with those who prefer digital messages when communicating with customer service.
To ensure effective digital communication, emails and digital messages must be designed for clarity and readability on both desktop screens and mobile devices, while guaranteeing consistent display across all major email clients, webmail services, and operating systems including Windows, macOS, iOS, and Android.
In ALFA, users can configure responsive behavior and optimal display without any need for programming. Thanks to real-time preview, designers immediately see how a message will appear on desktop and mobile devices, how the number of columns adapts, and how tables and layouts adjust automatically.
ALFA can be easily integrated with CRM, ERP, DMS, SAP, Campaign Management, Output Management, and other IT systems via REST or SOAP web services.
The ALFA solution can be easily integrated with CRM, ERP, DMS, SAP, Campaign Management, Output Management, and other IT systems via REST or SOAP web services.
When combined with an SMS gateway, an email delivery solution, and a mobile notification service, ALFA not only formats message content but also ensures its delivery to customers, including the processing of delivery status information.
The design of the template, creation of styles and standardized elements such as headers and footers, linking the template to data sources, defining conditional formatting and transaction logic, and other advanced functions are handled by the template designer. Within the template, the designer then defines specific blocks whose content will be managed by business users.
Business users subsequently create and manage the content of these designated template sections in the interactive Template Content Manager environment. As a result, creating new content or modifying existing content is fully under their control, without the need to submit requests to template design specialists.
This approach is particularly suitable for agendas and documents where content needs to be changed frequently and where those changes must be made quickly. Typical examples include form-based contracts, in which commercial terms, discount conditions, or similar parameters are often updated.
Omnichannel Manager enables the transfer of responsibility for configuring digital communication processes directly to business users.
Customer service or sales agenda owners can configure and manage digital processes—such as selecting the appropriate communication channel or assigning templates based on data content—without the need to submit requests to IT for implementation.This significantly shortens the time required to launch new digital communication agendas or modify existing ones. Within omnichannel processes, large volumes of parallel communication configurations can be efficiently managed across channels such as email, SMS, the customer portal, and others.
Business users can easily configure and manage digital communication processes in an interactive environment without the need to involve IT specialists. They can independently define, for example, which channels will be used to communicate with specific customer segments. Business users also have full control over the rules for assigning templates based on incoming customer data.
Omnichannel Manager handles communication events and requests (such as concluding a new customer contract, reporting an insurance claim, notifications about data package usage, etc.) generated by source systems (ERP, CRM, banking systems, billing platforms, and others).Based on parameters contained in the transmitted data, it determines the assignment of document and digital communication templates, routes messages through the appropriate channels (SMS, email, postal mail, WhatsApp, etc.), and orchestrates their delivery.
For a single event generated by a source system, business users can assign multiple communication methods. This is useful, for example, when one event applies to several different customer segments whose customers prefer different communication channels (e.g. customers in the B2B segment receive an email, while customers in the B2C segment receive an SMS).
In addition to periodic and mass-processed agendas, customer service operations also include cases that require an individual approach to each specific situation. Typical examples include debt collection, claims handling, or the distribution of documents requested by courts.
For their automated, centralized processing, it is essential to be able to ingest documents in various formats (PDF or Word documents, Excel spreadsheets, scanned documents, etc.) and convert them into a standardized format suitable for automated workflows, as well as for print and digital outputs.
In our solutions, this role is fulfilled by Multiformat Bridge, which converts documents from common office formats and scanned files into a standardized PDF. This PDF is further optimized for processing within a centralized communication solution, for applying electronic signatures, printing on production or local printers, use as email attachments, or electronic archiving.
An intuitive user interface with drag-and-drop functionality allows users to easily add or remove documents or change their order in the resulting PDF document.
Our Omnichannel Communications and Output Management solutions are built on the Scriptura Engage technology platform, developed by our strategic partner, Inventive Designers, Belgium.
Inventive Designers is part of the UnifiedPost Group, an European leader in a number of areas, including: customer-communication technologies,
online financial services and corporate cloud solutions. Independent studies show that Scriptura Engage is one of the most advanced technologies available for complex Omnichannel solutions and interactive customer communications.
It is an ideal platform on which to build a long-term stable customer base. Scriptura Engage is an effective tool for getting significant competitive advantages
based on personalized Omnichannel communication with customers.
Its open architecture, independent of proprietary formats and technologies, does not require human resources to acquire proprietary knowledge.
This offers key advantages in the integration and implementation of complex solutions.
Scriptura Web Designer is a powerful tool for marketing and business professionals to design and manage interactive electronic communications. It is primarily used to create and edit communication through customer portals and email. It makes the most of HTML5 format capabilities, including the most advanced features used in digital media and mobile communications. It creates responsive communication optimized for maximum readability and clarity, both on your computer screen and on mobile devices that are increasingly used to display messages. Support for multi-brand design and multilingual templates is a matter of course.
Scriptura Web Designer supports the collaboration of marketing and IT professionals. Thanks to the interactive elements that can be used in communication, customers have the opportunity to immediately respond to calls to action. This not only increases the success of newly offered products and services, but also positively affects the resulting customer experience. The styles, advanced features and special objects prepared by IT professionals are then used by marketing and business designers to create templates for specific communication purposes. Designers have a preview of how emails or interactive portal pages will look at different display sizes on a computer, tablet, or mobile phone.
Process support and automation have the same importance as customer communication process design.
Scriptura Engage supports the design, testing and management of processes in a graphical environment without the need to program models by creating Document Flow models.
Document Flow processes include all steps from the initial setup process, receiving data, assigning data to templates, to final processing for printed or electronic output.
Process automation eliminates errors that may arise during the communication process and negatively impact customer experience. For example, scenarios are created for alternative delivery of communications in printed form if the contact email address is invalid.
Scriptura Engage includes an extensive library of functional steps for document flow process creation, including steps for integration in standard interfaces for batch and on-demand processes.
The open architecture of Scriptura Engage offers the ability to define communication processes in steps that reflect the specific functional requirements of individual customers. Using generally available standards, such as JAVA or XML, eliminates dependence on technology providers, suppliers and integrators of implemented solutions.
To ensure efficient support of customer communication processes and the delivery of customer services it is necessary for the close integration of communication history with in-house technology, Customer Communication Management solutions and other critical infrastructure systems (CRM, billing, banking / insurance systems, DMS etc.).
Archiva supports open standards enabling easy and effective integration of batch and on-line communication processes with customers and service delivery. For integration with the Scriptura Engage platform, the Scriptura Document Flow environment is available to import documents and communications into the Archiva system. It enables online availability of a complete communications history for further use in communication processes.
Archived documents and communications are available to users either through an intuitive user interface or through the user interface of integrated systems (e.g. SAP, CRM, DMS, etc.)
The Archiva user interface uses a thin client (WEB browser) and is fully configurable for the specific needs of efficient work of individual user groups.
Thanks to intuitive configuration management, it is possible to control individual users' access to specific parts of the archive, optimize their user environments, manage and process individual
parts of the communication history, etc.
The Archiva system provides long-term archiving of customer documents and electronic communications. In compliance with legal regulations, it also records their invariability.
Stored documents can be provided with electronic signatures or time stamps.