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?

  • Operations
  • Workforce Management
  • Agent
  • IT
  • Executives
  • 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.

    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

    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.

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