Founded in 2001, the company has more than 300 customers and support more than four million transactions and 55,000 agents every day. Contact centre automation, especially in key processes, is an effective way to achieve this. The benefits of improving efficiency metrics and being able to work round-the-clock are two-fold, helping both customers and agents through the customer journey. It’s also important to remember what makes a good automated process, as there are some that lend themselves more readily to RPA than others. It’s also important to consider the agents when looking to implement a new automated system as they will be the ones using the technology on a daily basis. Attended automation. The specialist solution providers that offer digital multi-channel systems, and most of the leading contact centre vendors, all acknowledge the need for effective email management solutions alongside web-chat and voice, so why are established email workloads being overlooked? Messaging apps are growing to be an increasingly popular part of the customer conversation, and businesses are constantly turning to new channels to boost their service scenarios. We use cookies to ensure that we give you the best experience on our website. Automation technologies help centralize information and make contact center processes far more efficient, customer-focused and quality-centered -- essential in the era of multichannel customer service. Solutions such as contact center robotic process automation (RPA) focus on customer experience while also placing emphasis on agent development, performance, and engagement. After all, they are the heart of every contact centre. Contact center automation needs to deal with the fuzziness of human communication to maximize the number of successful journeys and minimize friction. Steve Murray is Solutions Director at IPI. As the digital age continues to flourish and technology becomes an increasingly important and essential part of everyday life, it’s essential that contact centres get on the bandwagon and don’t get left behind by the smartphone wielding younger generations. By providing agents with a digital assistant who can help with tasks such as updating contact details, or filling in forms, agents will have more time to spend with the customer with more complex issues, allowing the agent to fully put their training into practice. Robotic process automation (RPA) is a tactical, short-term fix to digitise common, reproducible agent tasks in the contact centre. Some will have invested in those solutions, combining the email processing capability with inbound and outbound voice solutions such Maintel’s Callmedia, and some will have elected to combine projects for agent knowledge and web self-service along with email processing to aggregate budget to fund a project. Whilst there are thousands of business initiatives underway to offer customers web-chat, digital self-service solutions, and mobile apps – increasingly powered by bots and AI – email processing remains an under-appreciated item on the customer experience agenda. The timing for RPA couldn’t be better. The self-service branch in particular has grown leaps and bounds over the past few years, with supermarket self-checkout counters, food-ordering phone apps and online chatbots becoming solidly embedded in our everyday lives. Furthermore, Gartner predicts that 25% of customer service operations will use virtual customer assistants this year. Automated customer service (customer support automation) is a purpose-built process that aims to reduce or eliminate the need for human involvement when providing advice or assistance to customer requests. Automation could just herald a new golden age for customer service. Many customers are still comfortable with emails because they can be authored when not ‘connected’ and sent as soon as they’re next online, with a clear time and date stamp. From our heritage delivering and supporting traditional contact centres, through to new innovations in AI, Chatbots and Robotic Process Automation, we have been the trusted pioneer and evangelist of employee and customer experience for over 30 years with an enviable 98.7% customer retention rate. Change to customer information is a common contact centre request. Almost two thirds (65%) of contact centre employees believe that the introduction of automation and robotic technology is an opportunity to learn new skills and grow their role within the business, while 66% believe these technologies will have an overall positive impact on their role. If human intervention is necessary, it will also automatically route the call to humans. But first, we need to set a foundation … Definition of customer service automation. To make the most of an automation strategy, start simple by picking the right process and defining goals. It’s been around in some form since the 1970s, led predominantly by the banking sector. It’s an easy overlay to … Be the first to hear about our upcoming product releases, events and regular expert insights by completing the form below: Financial Results & Shareholder Communication. What’s more, if their processes are made simpler through automation, stress levels will go down and engagement will soar, resulting in higher productivity, lower absence, lower churn and they will have better interactions with customers, improving the entire CX. For agents, having an automated assistant in place to help with the mundane tasks that crop up on a daily basis is essential in today’s world of instant answers to both satisfy customer demands and keep agents happy. IT automation processes can improve a business’s ability to meet service level agreements (SLAs), as automated workflows can be implemented to expedite the team’s activities to restore service. This allows the customer to dial direct to the department they are … The impact of Contact center automation Across all industries and all times, increasing efficiency and lowering costs has always been a driver for automation … High volume, low complexity tasks for example, are a good place to start. Just a few years ago, considering automation for processing emails would have led you to consider adopting one of the specialist solutions, such as eGain or Eptica, probably resulting in a considerable on-premise investment with the siloed solution being used by specialist team(s) outside the contact centre, alongside other workloads in the back office. UiPath for Contact Centers lets you leverage your existing technology infrastructure to provide intelligent automation across the entire customer service lifecycle. Skill-based routing. Alongside continued efforts to remove and deflect the need for email communications into the business, the ability to consistently and efficiently process the remaining emails, plus voice and other digital back-office interactions, is crucial to a successful customer experience strategy these days. Source: Statista. Whether helping agents with their workloads, reducing call and wait times, or improving efficiencies in the systems, it’s essential to know what problems having automation technology can fix and what outcomes digital workers can deliver. This comprehensive approach also increases overall operational efficiency and productivity while reducing costs. 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