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RPA for Contact Centers

Optimize the customer experience

Streamline the customer experience with
UiPath RPA

Customer satisfaction is essentially the key goal of call center performance, as good customer experience management drives immediate profitability and long-term success. Call center automation enhances quality and effectiveness, delivering vast, significant benefits at various touch points.

Challenges to efficient and responsive Call Center activity

A call center agent uses multiple systems and applications. He has to promptly navigate, while managing interaction with the customers. This has to be done impeccably. However, 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
for the Call Center

The 360° view on operational

An integrated automation solution links the systems and applications in one console, builds a unified knowledge base that delivers relevant data in real time, and automatically sets up & kicks 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. 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-premises. You can manage all the
organization's robots from a single spot. The agent will 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, and more importantly, will lower the call abandonment rates. The system provides the agent with up-sell and cross-sells suggestions in real time, creating the opportunity to maximize revenues. At the same time, 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 organization. This frees up time for the agent to take more calls, allowing him to develop his customer-centric skills.

Continuous improvement
with UiPath RPA

Identifying and implementing the right automation solution will both dramatically improve agent processes and elevate the 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. Satisfied customers mean improved first call resolution. UiPath fully supports you in 
identifying the best automation opportunities to drive immediate results, taking 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, while increasing long-term revenue potential.

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