The failure to implement fully automated, zero-touch flow through service fulfillment, results in work items "falling out" to operation centers that must handle these items manually. The users "manning" these centers must be skilled in the service offering, understand and possibly interpret the "language" of the work item, refer items to other departments, query other systems and coordinate the completion of the provisioning request. Manual work centers can be inefficient and expensive, cost the Service Provider delays that decrease customer satisfaction, impede the roll out of new services and possibly increase churn.

Work Center Manager (WCM) is a purpose-built application that provides a uniform infrastructure to optimize the performance of manual work centers.

WCM provides the work center with a configurable application for the total management of work items; including the automated fixing of work items, the distribution and presentation of work items to users and capabilities to promote continuous improvement of the work center performance. WCM is agile, utilizing our Process Definition Environment (PDE), powered by Sun, which contains generic and task specific models, routines and templates, for quicker implementation and faster ROI; and is scalable, providing a uniform environment for managing work items across an enterprise.