Vignette has launched its Case Manager, which allows organisations to automate and track important customer transactions, such as credit and mortgage applications and income tax forms, across multiple communications channels including the web, email, phone and paper.

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A significant differentiator of Vignette Case Manager is its single, integrated platform for managing business processes and the associated customer interactions.

Records of all communications are stored, providing service representatives with access to a complete customer interaction history.

The records can be recalled at any time via any channel and acted upon. The latest release of the product also addresses compliance and governance mandates through a tight integration with Vignette Records Manager.

Additionally, Vignette Case Manager provides a configurable, easy to install interface, which can reduce the services and cost traditionally associated with process automation.