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Is Robotic Process Automation the Missing Piece of the Customer Experience Puzzle? - STARTEK - ContactCenterWorld.com Blog

Is Robotic Process Automation the Missing Piece of the Customer Experience Puzzle?

First-contact resolution, customer satisfaction scores (CSAT), Net Promoter Score (NPS). Ever get the feeling that as you’re working to move the needle on customer-facing performance metrics that something is missing?

That something could be robots, specifically robots in the back office. That’s because even though back-office processes and personnel aren’t on the customer-experience front lines, they are often an important step in the customer journey. And frequently that step is fraught with manual and/or redundant steps, extensive data entry across multiple systems, and inefficient management of resources and work queues. The result can be delays for customers on everything from order processing to installation scheduling to returns processing.

Robotic process automation (RPA) is changing the back office to make it far more productive, effective and accurate than ever before, shortening wait times and reducing frustration for customers—and that all adds up to a better customer experience.

Improving cycle time and productivity

Recently STARTEK helped a large telecommunications firm demonstrate the benefits of automating a resource-intensive back-office process: SIM activations. Using an RPA platform, STARTEK quickly mapped the process and built the robotic model to automate the work queue and steps within the process. The resulting solution uses guided workflow and automated task processing to help back-office specialists perform SIM activations faster and with fewer errors.

What is RPA?

Robotic process automation (RPA) allows companies to configure software or a “robot” to capture and interpret existing applications for processing a transaction, manipulating data, triggering responses and communicating with other digital systems.

Source: Institute for Robotic Process Automation & Artificial Intelligence

Processing orders faster and with greater accuracy

The SIM activation proof of concept quickly showed just how significant the impact of RPA can be on back-office processes. The initial results were impressive:

  • 45 percent improvement in the number of SIMs processed per hour
  • 28 percent improvement in average processing time
  • 40 percent reduction in errors

This was just a first step in showing that automating high-volume, back-office processes can have a dramatic impact on improving throughput, reducing errors, and ultimately making customers happier and more likely to stay with the brand.

Learn more about the benefits of RPA for this large telecommunications company in the detailed case study.

Read now

Source: http://www.startek.com/news/robotic-process-automation-missing-piece

Publish Date: April 12, 2018


2024 Buyers Guide Dialer Solutions

 
1.) 
Premium Listing
Call Center Studio

Call Center Studio
Call Center Studio is the world’s first call center built on Google and is one of the most secure and stable systems with some of the industry’s best reporting. It is one of the most full-featured enterprise grade systems (with the most calling features, one of the best call distribution, outbound dialing features and integrations—including IVR, AI Speech Recognition, blended inbound/outbound calling and includes Google’s new Dialogflow and Speech API. Call Center Studio is the absolute easiest to use (with a 10 minute setup), and is the price performance leader with lower equipment cost and less setup time.


2.) 
Avyukta Intellicall Consulting Pvt. Ltd.

Dialer CRM VoIP CTI Cloud Solutions
We are a single roofed solution for Dialer / Hosted Dialer / VoIP / CRM and CTI Solutions . With 300+ call center clients in above 9 countries and recent features such as :

Dynamic custom agent crm popup

avatar module

10+ Custom Reports

Cloud Telephony with/out "Host your Trunks" option

and End to End CRM on the cards we are supposed to grow exponentially within the next 6 Months

3.) 
Cloud IT Services GmbH

Dialfire
Companies of all sizes rely on the cloud-based call center platform Dialfire and its powerful predictive dialer. Dialfire is ready to use within minutes and easily personalizable. From small ad-hoc to large multi-step campaigns, Dialfire offers high scalability. Adapt customer masks and automate workflows per mouse click. Integrated scripting and APIs ensure a smooth connection with external systems.

4.) 
Noetica

SmartBound™
Advanced outbound solution including predictive dialing, featuring patented technologies such as Live Person Detection (LPD™) and SNoDrop™ using Artificial Intelligence to deliver compliant & effective predictive dialing with 0% abandoned call rates. The solution includes its own CRM system as well as visual campaign creation and management as well as automated data import and export capabilities. The package comes with highly visual and open call scripting technology and an SDK (Software Development Kit) is also available for embedding the dialer into your own user front end.

5.) 
PhoneBurner

PhoneBurner
Reach more contacts, in less time with PhoneBurner. Powering thousands of client and millions of calls, our cloud-based software eliminate repetitive tasks so agents have up to 4x more live conversations. Unlike other dialers, PhoneBurner delivers 100% delay-free connections with no awkward pause. Conversations start off with promise, not hangups.

- Call 60-80 contacts per hour, per agent
- Instantly leave voicemails
- Send 1-touch emails
- Automate workflows and call logging
- Record and transfer calls
- Access reporting and analytics
- Intelligently distribute leads
- Dial from local Caller IDs
- Get free white-glove onboarding

Scales to any size team with no contracts, no setup fees, and no per minute charges. Start a free trial without a credit card.

6.) 
PrimoDialler

Predictive Dialler
A predictive dialler is an outbound call system that automatically dials from a list of telephone numbers. Also known as Power or Auto dialers it will automatically help agents make more calls, generate higher rates of connections, increase conversions, manage voicemail, no-answers and disconnected numbers.

We’ve made it easy to get started, we offer packages to best suit your needs and don't tie you into long term contracts. Don't take our word for it take out a no-commitment free trial!

7.) 
Teckinfo Solutions Pvt. Ltd.

InterDialog UCCS
The InterDialog Dialer is an independent & intelligent auto dialer software that controls the outbound calls using various algorithms. This call center dialer works as Predictive Dialer Software, Progressive Dialer Software, Preview Dialer Software or Power Dialer Software based on the requirement of the process. It allows the system to create groups/caller lists and then dials out to multiple calling groups/lists at the same time, thus helping target a wider market segment in a shorter period of time.

The predictive dialer software and automatic dialer algorithms used by the InterDialog Dialer are designed to improve efficiency by lowering the wait time, the number of dropped calls and t...
(read more)
 



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