Customer satisfaction is essentially the key goal of call centre performance, as good customer experience management drives immediate profitability and long-term success.
Call center automation can deliver enormous benefit as the quality and effectiveness of interactions at all touch points is pivotal.
Call centers use multiple systems and applications that agents have to promptly navigate, while at the same time managing their interaction with customers impeccably. Jumping between disparate channels shifts focus away from the customer, lowers agent productivity, and potentially endangers data accuracy. Additionally, post-call wrap up can take almost as much time as the call itself, thus negatively impacting upon agent productivity.
An integrated automation solution can link the systems and applications in one console, build a unified knowledge base that delivers relevant data in real time, and automatically set up and kick off processes for an efficient post-call wrap-up. Agents are freed from having to process repetitive, manual tasks and can focus on developing their customer-centric skills.
Integrated agent desktop
There is single screen access to disparate systems and applications through the presentation layer.
Dynamic data management
Provide a unified knowledge repository that the agent can access from a single click in real time. Relevant customer information is provided at the relevant point in the conversation.
Empowered agents, reduced training time
By automating time consuming and redundant manual tasks, agents can gain effectiveness and proficiency in their work.
Streamlined wrap up processes
It dramatically improves wrap-up stage productivity and reduces AHT by triggering automated processes from system events.
Error free processing
Automating manual data entry and navigation between systems will ensure processing and information accuracy.
Analyse and report
Customisable audit options, call recording, and analysis will deliver relevant insights for continuous process optimisation.
Unlike many first generation RPA tools, which focus primarily on the design of robots, the UiPath platform was designed to meet the deployment, management, security, reporting, integration, and scalability requirements of today’s global enterprises and BPOs.
UiPath combines an intuitive and easy-to-learn Visio-style process designer with an enterprise grade management platform that can be deployed in the Cloud or on premise to manage all the organisation’s robots from a single console.
Error free processing
It automates the manual data entry and navigation between systems to ensure processing and information accuracy.
Analyze and report
It provides customisable audit options, call recording, and analysis that deliver relevant insights for continuous process optimisation.
Streamlined wrap up processes
The agent will be able to safely and swiftly update information in different systems simultaneously, without having to jump between screens and compromise accuracy. Dynamic search options will save time within the conversation, as well as lower call abandonment rates. The system will provide the agent with up-sell and cross-sell suggestions in real time, thus generating the
opportunity to maximise revenues. The automatic capture of manual inputs ensures optimization and efficiency of the wrap-up work. Data is safely recorded and then comprehensively logged, gaining processing accuracy for the organisation. This frees up time for the agent to take more calls. Agents like to be challenged, so offer them the opportunity to develop their customer-centric skills.
Improved service to the customer
Identifying and implementing the right automation solution will both dramatically improve agent processes and elevate customer experience. By aggregating customer information from multiple
sources in a single view, call center automation will make the agent more effective and engaged with the customer, and satisfied customers translates into improved first call resolution.
UiPath Call Center Automation with RPA
UiPath will fully support you in identifying the best automation opportunities to drive immediate results and take your business to the next level. By transforming the system and adapting it to the conversation, impeccable processing and a successful agent-
customer engagement will ensue. Essentially, robotic process automation allows for continuous, focused improvement in customer satisfaction and increases long-term revenue potential.
UiPath – RPA Designed for the Needs of Global Enterprises and BPOs
UiPath RPA is an enterprise computing platform dedicated to automating business processes. It provides process modelling, change management, deployment management,
access control, remote execution and scheduling, execution monitoring, auditing, and analytics in full compliance with the enterprise security and governance best practices.
UiPath Studio is the highly visual productivity environment where business users can model end-to-end business processes into a process diagram with simple drag-and-drop functionality.
Advanced error checking and history visibility ensure flawless execution and detailed project monitoring.
UiPath Orchestrator is a scalable RPA server, fully integrated and equipped with centralized instrumentality for enterprise class management, security, compliance, support, and auditability.
Our Orchestrator records everything the robots do through log files and transforms them into advanced analytics.
UiPath Front Office Robot is the agent-assisted robot that shares the same workstation with human employees and assists them to automatically execute business activities.
UiPath Back Office Robot is the autonomous software robot programmed to run unattended, independent from human interaction.