AWD - Overview

AWD's open-ended architecture supports these inclusive design principles:

     • Scalability                  •  Integration
     . Flexibility                    •  Globalization
     . Supportability

AWD easily integrates with multiple host systems and offers role-based interfaces to target groups of users with specific processing needs. AWD’s user-controlled workflow can be changed quickly in response to changes in processing volumes without involving programmers.

AWD currently offers platform and database support for:

     . Microsoft Windows NT/SQL and Oracle
     . Sun Solaris/Oracle
     . IBM i-Series/UDB/DB2
     . IBM z-Series/Linux/DB2

DST Technologies, Inc. is a wholly owned subsidiary of DST Systems, Inc. Through sophisticated information processing and computer software services and products, DST Technologies helps clients improve productivity, increase efficiencies, and provide higher levels of customer service. For clients in a variety of industries, including mutual funds, brokerage, healthcare, insurance, and video/broadband, DST Technologies’ Automated Work Distributor™ (AWD®) has helped reduce the cost of operations while increasing the speed and accuracy of business processing and customer service through business process management technology.

DST's expertise is derived from a unique perspective among technology vendors. We use AWD in our own operations and financial services processing areas. DST initially developed AWD to help drive profitability for our customer service outsourcing operations with mutual funds companies. Success with AWD led DST to begin marketing it to outside companies in 1991. AWD is critical to DST's own operations. There are now over one hundred thousand AWD users within the DST family of companies, DST’s partners, and our clients.

AWD Fact Sheet

General Information
	  
AWD® (Automated Work DistributorT) is a comprehensive business process management (BPM) solution offering extended enterprise support, streamlined processes, integrated application systems and providing realtime business intelligence for banking, brokerage, mortgage, healthcare, insurance, mutual funds, and video/broadband clients. AWD is a product of DST Technologies, Inc., a wholly owned subsidiary of DST Systems, Inc.

Solution Features

  Comprehensive BPM, imaging, workflow, and customer management solution
  Extended enterprise support and multi-channel capture suite
  Rules-driven work distribution and straight-through processing engine
  Role-based user interfaces, including an integrated customer service desktop
  Seamless application systems integration
  Integrated reporting subsystem
  Easy-to-use graphical administration
  Infrastructure outsourcing/ASP and business process outsourcing
  
Solution Benefits

  Improves productivity and reduces costs by offloading manual activities to automated agents.
  Provides organizations with a 360-degree, real-time view of their business processes with robust
  business intelligence and process analysis tools.
  Provides extended enterprise support across all communications channels and extends BPM
  to real-time interactions with an integrated customer service interface.
  
Worldwide Office Locations

Australia, Canada, Hong Kong, Japan, New Zealand, South Africa, United Kingdom, United States

Other AWD Facts

  Over 400 customers worldwide
  Over 118,000 licensed users

FAQ

Q:
How long has your company supplied workflow products?

A:
DST has more than 10 years experience supplying AWD's workflow and customer management solution to clients in a variety of industries, with a variety of unique requirements.



Q:
Does your organization have any first-hand production experience with AWD?

A:
DST and its affiliates combine to make the largest single AWD user. DST deploys AWD as its strategic workflow and customer management solution for its internal financial services operations. Because we have first-hand experience with AWD and rely on it to reduce our own operating costs, DST is committed to on-going research and development.



Q:
Is there a forum for the customers to communicate with each other and the vendor? 

A:
The annual AWD Client Conference is an educational forum for clients, AWD associates, and third-party vendors. It provides the opportunity to learn how to get the most of your current AWD environment, about the product's development direction, and to learn more about other clients' implementations.



Q:
Does your product interface with the desktop and CTI call record/playback function? 

A:
AWD/Voice® is a call and voice management system that uses IVR technology, CTI, AWD workflow, and voice recording and playback. Inbound calls are routed intelligently - based on priority and associate skill level.

  • Caller data is delivered to the CSR before the call
    is answered for faster response.

  • Call is recorded and indexed for ease of playback.

  • Recorded voice sources can be routed through AWD
    for work management.



Q:
Do you offer a special customer management interface for call centers? 

A:
AWD/Contact™ is call center desktop interface that:
Supports screen pops through CTI integration with AWD/Voice.

 • Displays customer information from multiple
   application systems.

 • Displays demographic information and contact history.

 • Contains a task list for transaction processing.



Q:
Does AWD include a facility to enable clients to pursue further rollout and modifications independently? 

A:
A license for the AWD Software Developer's Toolkit gives a client's own software development access to AWD components, documentation, and online consultations to further extend AWD within the client's organization, independent of the AWD development team.



Q:
Is there an ASP model available? 

A:
The AWD product group works closely with the AWD Data Center (ADC) to provide an ASP model to clients who prefer to outsource their technology infrastructures. The ADC provides technology support, project management, disaster recovery, and professional services.



Q:
Does the system allow tasks to be server-based for automation? 

A:
AWD's straight-through processing server AWD/ST™ allows automated tasks to follow task-level models designed with the same modeling tool as if a user were performing the function. It can automatically route exceptions from server-based tasks to appropriate persons.



Q:
Does the product make all quality data available for reporting? 

A:
AWD/Business Intelligence™ has an event-based process that captures AWD workflow data and prepares it for real-time reporting and trend analysis. With AWD/Business Intelligence you can be sure that all report data is correct, concise, and meaningful to your management.



Q:
Does the product contain a graphical process model definition tool? 

A:
AWD/Graphical Admin for business processing modeling is easy to learn and easy to use. With this user-friendly tool, you can create, modify, save, and print new and existing workflows in a graphical format. AWD/Graphical Admin dramatically simplifies workflow setup and administration - making it easy to visualize what takes place at each step within a workflow.

Corporate Offices
DST Systems, Inc.
333 W. 11th St.
Kansas City, MO 64105
816-435-1000, or 888-DST-INFO

DST Systems, Inc. Web site.

Leadership
Thomas A. McDonnell
CEO & President

Thomas A. McCullough
Chief Operations Officer

DST Company Information.

DST Systems, Inc. Stock
DST Systems, Inc. stock is listed on the New York Stock Exchange under the ticker symbol: DST

Visit our Investor Center.

DST provides sophisticated information processing and computer software services and products that help clients improve productivity, increase efficiencies, and provide higher levels of customer service. DST is organized domestically and internationally into two operating segments: Financial Services and Output Solutions. DST operates one of the most advanced data centers in the world, which provides information-processing services to support the products within each operating segment. These products are further enhanced through the integration of DST's advanced technology and e-commerce solutions.

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