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
Contact Center Automation
Modernize Your Workforce
Enterprise business leaders agree – the contact center is strategically important to the success of business.
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?
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 Automation.
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 Automation
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.
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.
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 Automation.
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 Automation
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.
Automatic Time Off Processing Prevents Overstaffing
Find out how this telecom leader automated VTO processing and achieved $272K cost reduction without impacting service level.
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 Automation.
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 Automation
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.
3.5% agent productivity improvement
Top health insurer improved agent engagement while reducing costs.
Keeping Things Safe and Secure
IT is a dramatically changing field. Yet business user projects, strained resources, and flat budgets remain constant. Contact Center Automation, built upon robotic processes, lets IT leaders confidently support an automation solution that achieves business objectives without disruption.
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 Automation
Automation Prepares Agents to Identify Fraud
Protect business and customer information against security breaches by training all employees to identify scams or suspicious activity.
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.
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 Automation.
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 Automation
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.
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.