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Permalink to Digital Transformation – A real opportunity in BPM space - IGT Solutions - ContactCenterWorld.com Blog

Permalink to Digital Transformation – A real opportunity in BPM space

If there’s one thing that is growing faster than the speed of travel, it’s the assimilation of ‘real-time’ data via IoT collected during every journey and every touch point.  Like with other verticals, ‘seamless connectivity via digital’  has become a critical part and influencer of Travel,  creating access to information, introducing automated systems and enabling new ways of communications and customer service. The impact of this development has been felt keenly by BPM providers.

While a majority of BPM relationships continue to thrive on the base concept of ‘price’ advantage with a third party v/s performing transactions in house, in reality, the business itself has been adapting rapidly to digital, increasing the need for voice and data convergence.  There are three key drivers of this evolution – changing markets, technology and customer needs.

Take for example, Retail companies operating in the logistics space, who with the advent of digital, are moving online, eliminating traditional providers! But even as the world is embracing digital many BPM players still have an umbilical connection to the ANALOG- move the businesses ‘AS IS’ – and take advantage of labor costs.

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Currently, Gartner estimates state that 75% of the total market in 2014 was made up of voice-based services, while the other 25% was made up of non-voice services. But this is fast transforming.

BPM services market overview

The level of change means BPM providers have to provide integrated IT-BPM services which include a combination of digital, voice, automation and analytics:

  • Create a unified, seamless view of the customer & integrated multi-channel delivery
  • Profile an and personalize customer journeys
  • Analyze and align customer touch points with services

As digital platforms and connectivity rises, so will BPM’s offerings. Imagine this. The entire volume of data produced since the start of history up until 2002 is now produced every 10 minutes. In 5 years, that same volume will take a fraction of a second. This lends greatly to the rise of automation that is slowly becoming BPM’s biggest game changer.

Rise of Automation in BPM
According to Gartner Inc., 6.4 billion connected things will be in use worldwide in 2016, up 30 percent from 2015, and will reach 20.8 billion by 2020. In 2016, 5.5 million new things will get connected every day.  In such times, there will be far too many interactions to be handled solely by humans.

Innovation and digital transformations are possible in an environment where the engagement model looks beyond the Service Level Agreements (SLAs), contractual terms and basic operations.  Focus on Automation and Analytics can provide enhanced value for client operations and can generate enough benefits to move business performance to the next level. Incorporating automation can cut through complexity to deliver simple, transparent, and timely decisions.

In travel space- Digital Automation tools can help reduce human errors in data entry processes like fare filing and queues processing. Machines will not replace the human workforce, but simply be used to systematically process large volumes of information to derive informed decisions in real time. This results in further standardization of efforts, enhanced analytics and embracing mobility for growth. The operations team now has more time to focus on value-enhancing aspects of the business. This in turn can fast forward the industry towards ‘Outcome Based’ commercial and business models.

More and more clarity is now emerging on concepts like BPaas v/s Platform Based BPM services. BPaas can be leveraged to work with multiple clients with similar business needs. FTE based pricing models can now be converted into per transaction based variable cost models that provide value to multiple clients and scale to service provider. BPM will create integrated voice and non-voice solutions that include digital, analytics, business rule management and collaboration.

Businesses are looking to BPM as they seek new ways to engage with their customers, but without digital or automation in the picture, service providers will find themselves in a corner. Service providers that delve at a foundational level with their clients on these buzz areas with an OUTCOME based approach will eventually turn out winners! Customer service is entering a new era and by that count BPM is evolving not only its offerings but the environments where it is applied.

Automation, data, collaboration & process will drive innovation and traveller centricity.

About the Author:

 Raja Jain is a business leader, entrepreneur, mentor, friend, parent, husband, traveller, reader & researcher (..not necessarily in  this order). As Vice President for US and Canada markets, Raja leads Sales & Account Management initiatives for IGT.Raja  brings a rich experience of over 20 years with Travel and Outsourcing industry with companies like Carlson Wagonlit, American   Express, Makemytrip.com, Ebookers and EXL Service.

Source: https://www.igt.in/blog/Digital_transformation_in_BPM

Publish Date: January 12, 2016 5:00 AM


2021 Buyers Guide Automation

 
1.) 
Agara

Agara is an autonomous virtual voice agent powered by Real-time Voice AI. It is designed to have intelligent conversations with your customers, vendors, and partners without any assistance from human agents. It can handle a wide variety of calls including inbound customer care calls, outbound lead generation calls, appointment scheduling calls, and overdue payment recovery calls.

Agara is available for several industries including banking, insurance, retail, e-commerce, airlines, and telecom. Powered by advanced Real-time Voice AI that understands speech in real-time, automatically determines the right process to follow and guides the caller along in the process with natural conversation.

2.) 
Auraya

EVA Voice Biometrics
Powered by Auraya's patented ArmorVox engine, EVA is a voice biometric extension that provides secure and seamless identification & verification capabilities for Amazon Connect. EVA provides delightful customer experience by removing the friction of providing PINs, passwords or secret information in order to prove caller identity. EVA comes standard with active and passive modes and a simple yet powerful agent interface. This allows for personalised self-service and a more friendly and efficient experience when interacting with an agent.

Outdated security methods such as PINs, passwords and security questions have become insecure and unreliable. Forgetting passwords and security answers o...
(read more)

3.) 
Consilium Software

Consilium UniCloud™
UniCloud™ is an intuitive platform that allows Enterprises to deploy and manage their Unified Communication (UC) and Contact Center (CC) services with ease and entire provisioning can be completed in seconds using this comprehensive tool supporting digital transformation. The latest release 7.0 of UniCloud™ is a multi-tenant platform that transforms the delivery, management, and integration of collaboration and contact center solutions, for both Cloud and On-Premise deployment models.
With its single-pane-of-glass views and quick provisioning tool, UniCloud™ is instrumental in reducing the time to provision an entire multi-cluster Cisco collaboration platform, including contact centers (C...
(read more)

4.) 
eGain Corporation

eGain Solve
Proven, Easy, and Guided Journey to Automate Customer Engagement in a Digital+AI World

5.) 
Emmersion

Automated Language Testing
Emmersion offers automated assessments to quickly and accurately test speaking, writing, and grammar fluency in 9 languages and counting. We help contact centers improve CSAT scores by screening for top talent and retaining top performers.

6.) 
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)
 



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