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Solution Overview
Customer Service Experiences. Contactcentersare dealing with unprecedented disruption. Manyof their agents are transitioning to workingfrom home for the first time while under pressure to handle the sudden increase in call volume. To preserve a high quality of service and maintain business continuity, contact center leaders must empower their agents to better serve customers. Robotic Process Automation (RPA) streamlines contact center operations by offloading low-value tasks and quickly surfacing customer data, freeing agents to handle more calls and focus on resolving issues. Intelligent Robotic Process Automation (RPA) frees your agents from low-value tasks so they can deliver quality service at scale. AI-enabled bots surface critical contacts and access multiple systems so agents can resolve customer problems faster.
Customer Challenges
Increasing operations cost from infrastructure to labor expenses cannot be met by budget
Increasing customer expectations for faster response time, higher service quality that existing system unable to deliver
Increasingly easier to switch and less customer loyalty
High employee turnover and low motivation in contact center jobs and harder to find skillful employees
Find and build the right technologies infrastructure to meet new contact center requirements
Obtain visibility, analytics and insights into operation performance data to identify problems and areas of improvement in contact center
Plan and implement scalable infrastructure and operations (resources model) to support growth needs and to manage risk of down turns
Justifying the spending or investment in new systems, hiring or capital expenditures
Features and Benefits
Increase Agent Productivity : Attended bots help agents find info to resolve customer problems faster.
Improve Customer Experiences: Automation frees agents from manual tasks so they can focus on meeting increasing customer demand.
Reduce Costs: More efficient operations meanyour contact center can service more customers when resources are tight.
Ensure Business Continuity: Maintain service continuity amid disruption with a 24/7 Digital Workforce and stay connected with all stakeholders across multiple systems.