Intelligent Process Automation for Call Centers
The call center industry is a complex industry from acquisition through customer service management. Processes in this industry are time-consuming, labor intensive, and require a lot of customer interaction. Call centers that are efficiently integrated and automated are agile, responsive, and have 360-degree real-time customer data that enables them to maximize both productivity and profitability.
Intelligent Process Automation is being heavily adopted in the call center industry because RPA platforms are specifically designed to deploy bots that can execute manual (attended) processes, automated (unattended) processes, and combined (hybrid) processes between systems that manage accounts, billing, customer service issues, and reporting.
Call Center Automation Use Case
Contact Center
BCBS took a 10 minute customer call in AS/400 and SAP down to 2 minutes in Clear.
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There is a lot of confusion in the market right now regarding Intelligent Automation (IA) and the impact that it can have on organizations. Based on the process automation [...]
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