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Automation Anywhere Launches New Contact Center Solution

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Bangalore, India, Oct, 2021 -- Automation Anywhere, a global provider in intelligent automation, introduced Automation Anywhere for Contact Centers, a cloud-native, AI-driven automation solution that empowers enterprises to deliver better customer service faster.

Today, customers engage with contact service agents over an ever-growing number of digital channels. At the same time, organizations want to empower agents with a complete view of the customer. But the reality is complicated as call center agents, whether virtual or human, must navigate apps, data sources, and multiple systems before they have the appropriate information required to respond.

Intelligently Automating Away 'Hold Please'

"The last thing today's leading brands want to do is ask a customer to 'hold please,' while service teams scramble to find account details, order history, or other information they need to quickly solve a customer problem," said Mike Micucci, Chief Operating Officer, Automation Anywhere. "Our cloud-native automation platform works with all contact center platforms to connect data and automate manual processes, empowering agents to solve problems, faster."

"Using Automation Anywhere to automate our contact center operations has allowed us to improve our average customer call handling times with superior data accuracy, and increase our transactions," said Manish Pandya, Senior Vice President of Digital Transformation for TaskUs, a provider of outsourced digital services and next-generation customer experience (CX) to innovative and disruptive companies worldwide. "By automating account verification, case summary notes, next-step guidance, and post-call follow-up, we've improved the customer experience.

"Next-generation call centers need to support the scale of customer-facing operations while preserving the sense of personal touch and quality communications," said Amit Zavery, VP and Head of Platform, Google Cloud. "Through our partnership with Automation Anywhere and integration with Apigee we enable virtual agents to hold intelligent customer conversations that are informed by data gathered in the background from multiple processes and systems."

The new solution is available worldwide from Automation Anywhere and its global partner organization.

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Posted by Veronica Silva Cusi, news correspondent
Source: https://www.prnewswire.com

Date Posted: Monday, October 25, 2021



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