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How to Automate Enterprises for Cost Takeout and Enhanced CX - Hinduja Global Solutions Ltd. - ContactCenterWorld.com Blog

How to Automate Enterprises for Cost Takeout and Enhanced CX

The second installment of the HGS India webinar series, “How to Automate Enterprises for Cost Takeout and Enhanced CX,” was held on May 24. At this webinar, HGS Senior Vice President of Business Transformation and Innovation, Ram Mohan Natarajan, elaborated on using automation to find the right balance between cost transformation and enhanced customer experience.

Key webinar takeaways were:


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Content continues ….

  • Industry adoption trends in automation
  • An intelligent automation approach leading with bots and brains
  • The impact of automation in reducing cost, improving quality, and getting the right answer fast

The webinar takeaways were bolstered by a discussion of both back office and front office processes that can be automated with considerable business impact. The webinar also provided actual examples where automation solutions have been implemented and used to deliver significant benefits for companies across industries.

We also asked some poll questions during the webinar to understand and measure audience opinions about the webinar topics:

  1. Per our first poll question, “Is your organisation currently predominantly focused on cost optimisation?,” an impressive 56% of participants said they are focused on optimising cost in both back office and customer-facing processes, with 25% saying that they are concentrating on the cost of customer -facing processes, and 19% of respondents optimising cost only for back office processes.
  2. The second poll question “Are you using any of these in your organisation?” signaled interesting trends on technology adoption, with 46% of respondents having implemented RPA in their organisation, 23% using both RPA and chatbots, 15% saying they use only chatbots, and another 15% stating that they do not use of these technologies in their companies.
  3. The answers to the third and last poll question “Do you think chatbots will be able to answer most of the queries in the next 2-3 years?” bode well for the future of chatbots, with 56% of webinar participants saying that they do think chatbots’ answering capabilities will strengthen over the next two to three years. Another 19% responded that they don’t think this will happen and 25% state that it will take longer than two to three years for chatbots to have an impact.

The collective opinion sample of the overall poll responses pointed toward a market that has already adopted automation to a considerable extent and is open to increasing that adoption percentage.

During the concluding minutes of the webinar, participants were invited to have their questions answered by Ram:

Q1: Should automated webchat solutions be proactive or reactive?

A: There may be solutions, in some cases, that could be proactive. Sometimes, though, there is learning required—we have to learn, and the system also has to learn. We need to ensure that the data gets captured first and the system is able to learn, and then be able to become proactive. For those of us who have not started off on the journey, it might be easier to pick up what is already available, and automate that. I would not necessarily suggest this for the simpler tasks, but at least the repetitive tasks. And that way you start getting the business benefits and you start moving up the value chain. You’ll be able to churn huge amounts of data for your bot to be able to be more proactive.

Q2: How do these chatbots behave in a multi-language environment with different types of consumers?

A: I don’t see too much challenge these days on multi-language. If you look at even freely available tools like Google Translate or any of those available in the market, they are fairly advanced now. So I wouldn’t consider language as a constraint. Rather it’s about, what you want to achieve? What’s your objective? Is it about customer experience or taking cost out? The journey you take will depend on your answer to that question.

Q3: Are most of the benefits to do with costs or accuracy?

A: This is an interesting question. Many people actually start thinking about their business case first and the first logical thing that comes to all our minds is, “I need to save on my costs. I have got 20 people doing the work. Can I eliminate headcount?” Sometimes it is fascinating to see what impact accuracy can have on automation. You know there are bots today that we have implemented for clients that actually impact millions of dollars. Here we are not talking about saving 10 people, but eliminating human error has a much bigger ramification for the company than actually reducing people. Similarly, we have automated processes at the front end that have to do with building the product for a healthcare client. One mistake there can affect all the claims that come in the future. While yes, automation did save on people doing work, the much bigger benefit was with the impact on the downstream processes. These effects are manifold, compared to the small cost savings that could have accrued just by reducing people.

Source: https://www.teamhgs.com/blog/automate-enterprises-cost-takeout-enhanced-cx/

Publish Date: June 6, 2018 5:00 AM


2021 Buyers Guide Workforce Management

 
1.) 
Alvaria

Alvaria Workforce
Alvaria Workforce (formerly Aspect Workforce Management) is a high-performance contact center software solution that provides the forecasting, planning, scheduling, employee self-service and real-time agent tracking to ensure that all agents and supervisors are productive, engaged in their work and delivering an exceptional customer experience.

2.) 
Alvaria

Noble ShiftTrack WFM
Maximize the efficiency of your contact center and meet/exceed customer expectations with workforce engagement tools that help you accurately forecast workloads, match the right resources to your needs and keep agents motivated. More than just scheduling agents and tracking shifts, Noble’s ShiftTrack WEM solutions optimize labor costs, manage capacity more effectively and improve service levels.

3.) 
Calabrio

Calabrio ONE
Calabrio ONE offers contact centres the complete toolset to unlock the tremendous value buried within customer interaction data and use it to transform the entire business. One seamless solution combines a fully integrated workforce optimization suite with powerful voice-of-the-customer analytics tools deployed—in the cloud, on-premises, or in a hybrid environment.

Capture every customer interaction across all channels. Extract predictive and prescriptive insights. Elevate customer experiences, improve employee engagement and increase operational efficiency. Then, extend customer-centric strategies across the business to accelerate sales, drive innovation and move your business forward.

4.) 
eGain Corporation

eGain Solve
Rated #1 by analysts and trusted by some of the biggest brands in the world, eGain Solve helps businesses design and deliver smart, connected customer journeys across social, mobile, web, and contact centers. You can sell smarter, serve better, and know more.

5.) 
Eleveo

Eleveo WFM
Eleveo WFM was designed to simplify scheduling, forecasting and adherence for commercial contact centers with 500 agents or less. The product is easy to use for supervisors who are not WFM experts, but provides value for scheduling, shift changes, schedule adherence and supports multi-channel and multi-skill requirements. Eleveo WFM was built using open source, cloud technologies but can be installed on premise, in a hybrid environment or hosted for you in AWS.

6.) 
ethosIQ, LLC

BPO Optimizer
ethosIQ’s Business Process Outsourcer (BPO) Optimizer allows clients to manage their vendor contact center resources without requiring manual intervention through our manufacture-agnostic data collector processes. ethosIQ collects schedule and exception data, based on your desired parameters. Collection of data is transparent and doesn’t require intervention from either you or your vendor resource. You know your needs, and now you can manage those needs effectively, efficiently and effortlessly, using ethosIQ’s BPO Optimizer!

7.) 
Lieber & Associates

Technology Consulting Services
Lieber & Associates provides consulting services to select, contract for, test, implement, and optimize workforce management systems. It's technology consultants have worked with all major systems and many smaller ones. Counsel is informed by several decades of WFM experience.

8.) 
MFE International

Agyletime Cloud Workforce Management
Agyletime is an enterprise grade true Cloud WFM and t is channel agnostic .
Its ease to Use , easier onboarding, forecasting and better scheduling.
You can integrate to CRMs such as SFDC, Zendesk, ServiceNow and others and to telephony systems such as AVAYA, CISCO, Genesys and other cloud telephony systems ; to independent Chat systems to aggregate data for WFM omnichannel forecasting, scheduling, optimisation and reporting.

9.) 
OpsTel Services

SPEED & PLUS
The SPEED solution solves for service level issues while cost optimizing the environment with automation.

Provides an enhanced way to speed up & optimize invoking temporary agent skills configuration changes into the contact center environment.

Speed allows you to schedule both future changes & temporary changes that auto-revert back to the original state when scheduled time expires.

Speed features:

*Automated / Scheduled Temporary Agent Skills Configuration Management
*Immediate Temporary or Reoccurring Schedule Skills Configuration Changes
*Easy to Use/Operations Administration Focused
*Descriptive Monitoring Activity Dashboard
*Detailed “End to End’ Audit Trail and Perfor...
(read more)

10.) Phonestat

Phonestat
Track staff performance, capture meaningful feedback and deliver quality customer experiences using Phonestat. Our cloud based solution allows you to create simple scorecards to provide instant feedback and training to your staff.

There are powerful integrations to source interactions from anywhere and an open API to allow you to build your own.

11.) 
Vads

VADS Workforce Management
VADS Workforme Magaement is a smart tools that gives connectivity to the workers while working remotely. An intelligent workforce management system that aims to improve operation efficiency with the end goal to provide first.

12.) 
QPC Ltd.

QPC WFM - Calabrio/Teleopti Specialism
QPC has a long and successful history of delivering tried and tested innovative workforce management systems, and the training and consultancy needed to ensure organisations can leverage the customer service and operational efficiency benefits workforce management principles and automated workforce management systems can deliver.
 



View more from Hinduja Global Solutions Ltd.

Recent Blog Posts:
I See You: Staging Better CX, Using VideoJune 20, 2018 5:00 AM
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How to Automate Enterprises for Cost Takeout and Enhanced CXJune 6, 2018 5:00 AM
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