Contact Center RPA

Modernize Your Workforce

Enterprise business leaders agree – the contact center is strategically important to the success of business.

Operations must balance cost and people management.
Workforce management balances cost and service level.
IT leverages new technology to continuously optimize the business.
Agents represent your brand promise.

The Power of Intraday Automation

What role do you play?

Why not look beyond the status quo and create a modern workforce that accentuates
your team’s performance and results?

These are just a few of the solutions our customers have developed to their most common challenges. With the power and flexibility of the rules engine, you can easily create your own solutions and unlock the value of your data.

EMPLOYEE EMPOWERMENT

Deliver the control and flexibility that employees covet and expect.

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It’s Undeniable

Today’s omni-channel customer demands, workforce turnover and increasingly complex interactions have redefined what it takes to manage center operations. In response, leaders turn to Contact Center RPA.

Contact center leaders need to take modern steps to fight attrition by using real-time automation to:

Better equip agents with consistent communications, coaching and training

Deliver performance rewards and recognition

Empower career development and variation in work

Put schedule control and flexibility in the agents hands

Status Quo

  • Customers take priority over development opportunities, yet inquiries are more complicated due to self-service
  • Maxed out most efficiency and productivity improvements
  • Agent burnout and fatigue prove difficult to solve

Modern Workforce

  • Balance agent needs and customer service with real-time targeted training and coaching
  • 24/7 real-time monitoring of millions of queue statistics and events delivers proactive automated process management for the frontline
  • Real-time resource balancing across omni-channel network aligns skills, increases responsiveness and meets customer contact demand

How Operations Leaders Use Contact Center RPA

Bank Gathers Employee
Feedback 24% Faster

Discover how a Fortune 25 Financial Services Provider automated the survey process to gather more agent feedback in less time.

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Utility Provider Saves $2M, Improves Customer
Experience

Major Gas & Electric Company reduced $2M in annual labor cost by automatically assigning staff across channels to meet real-time demand.

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More channels. More complexities.

There’s no end in sight to new channels being layered upon an already complex omni-channel network. Balancing resources and service levels can be quite challenging. Contact center workforce management leaders find relief using Contact Center RPA.

Contact center leaders need to take modern steps to fight attrition by using real-time automation to:

Better equip agents with consistent communications, coaching and training

Deliver performance rewards and recognition

Empower career development and variation in work

Put schedule control and flexibility in the agents hands

Status Quo

  • Manually monitoring conditions limits efficiency and productivity
  • Length of time to make staffing adjustments causes frustration and less business value
  • Mountains of manual processing, exceptions, cancellations and rescheduling
  • Constant pressure to balance performance with operating cost goals

Modern Workforce Management

  • Processing high volumes of real-time data and triggering millions of automated actions daily
  • User-defined rules uniquely designed to provide immediate, automated process improvement
  • Automated processes and exceptions eliminate repetitive cancelling and rescheduling of off-phone work
  • Use of sophisticated rules engine, high powered transaction processor and proven use cases impact both performance and cost goals

How WFM Leaders Use Contact Center RPA

Workforce Management Earns
a Seat at the Table

The WFM team at this top insurance company identified a $500K annual cost reduction opportunity and earned a seat at the strategy table.

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Automatic Time Off Processing Prevents Overstaffing

Find out how this telecom leader automated VTO processing and achieved $272K cost reduction without impacting service level.

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The power shift

The power is shifting from employers to employees who have a low tolerance for lack of training, unclear career goals and work-life imbalance. Center leaders need to take modern steps to fight attrition by using Contact Center RPA.

Contact center leaders need to take modern steps to fight attrition by using real-time automation to:

Better equip agents with consistent communications, coaching and training

Deliver performance rewards and recognition

Empower career development and variation in work

Put schedule control and flexibility in the agents hands

Status Quo

  • Delayed staffing adjustments cause agent dissatisfaction
  • Fluctuating volume not conducive for coaching and training
  • Agents experience fatigue and burnout
  • Long calls and lengthy After Call Work (ACW) cause agents to miss adherence metrics

Modern Workforce

  • Opportunities for time off or overtime are identified and sent to agents the minute they occur
  • Agents receive frequent training and coaching when delivered in real-time, when conditions are right
  • Automated queue monitoring balances channels in real-time, providing work variety and time off-phone
  • Automated agent state monitoring provides real-time alerts to agents, assisting their performance and adherence

How leaders Use Contact Center RPA

It’s Simple – Help Agents
Stay on Time

Major health insurer solved a common and costly adherence issue by using real-time automation to keep agents on time for pre-scheduled events.

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3.5% agent productivity improvement

Top health insurer improved agent engagement while reducing costs.


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KEEPING THINGS SAFE AND SECURE

IT is a dramatically changing field. Yet business user projects, strained resources, and flat budgets remain constant. Contact Center RPA lets IT leaders confidently support an automation solution that achieves business objectives without disruption.

Contact center leaders need to take modern steps to fight attrition by using real-time automation to:

Better equip agents with consistent communications, coaching and training

Deliver performance rewards and recognition

Empower career development and variation in work

Put schedule control and flexibility in the agents hands

Traditional IT Implementation

  • Facilitate company’s automation initiatives
  • Heavy IT involvement in automation implementation and maintenance
  • Limited IT resources typically strained across multiple business automation projects
  • Complex governance processes and policies for on-premise technical implementations

Real-Time Automation Implementation

  • Low Effort Implementation – Not a rip and replace
  • Proven Integrations - No custom systems integrations required
  • Enterprise Class infrastructure, ISO 27001 and SOC 2 Type 2 certified
  • 24/7 automation rules monitoring
  • Business User Independence - Wizard-based rules engine provides user with complete control over use case design and deployment

How IT Leaders Use Contact Center RPA

Automation Prepares Agents to Identify Fraud

Protect business and customer information against security breaches by training all employees to identify scams or suspicious activity.

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Real-Time Automation at Scale Returns Million Dollar Savings

Discover the cost savings figures that one billion automated actions are driving for customers across industries.

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The buck stops here

Relentless cost pressure requires a fundamentally different way to operate in order to achieve goals and meet rising expectations from customers and employees. Executives see the possibilities with Contact Center RPA.

Contact center leaders need to take modern steps to fight attrition by using real-time automation to:

Better equip agents with consistent communications, coaching and training

Deliver performance rewards and recognition

Empower career development and variation in work

Put schedule control and flexibility in the agents hands

Old World

  • Continued pressure to reduce cost without damaging employee or customer experience
  • Initiatives to improve employee or customer experiences can be costly
  • Current contact center infrastructure isn’t engineered to handle high-volume, real-time automation
  • Maxed out opportunities to improve efficiency and productivity with current tech stack

New World

  • Technical sophistication to overcome pressure to reduce cost while effectively serving employees and customers
  • Rapid payback (4-6 months) and 3-7X Investment Return  
  • Connection to a collaborative community sharing innovation and goals
  • Proven blueprint for success and cost reduction expertise to enhance and sustain ongoing value return
  • Progress benchmarking against Automation Maturity Model

How Leading executives Use Contact Center RPA

Prioritize Employees for Better Business Outcomes

Automation creates training opportunities and a better employee experience. Discover new ways to safeguard against turnover rates that can threaten the customer experience and budget.

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Automate $19M Worth of Labor Costs

Find out how this top 5 bank reduced training delivery time by 46% and increased agent satisfaction, saving $19M annually.

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