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News : Automation Anywhere Launches New Contact Center Solution

#contactcenterworld

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.

#contactcenterworld

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


About Automation Anywhere:
Company LogoAutomation Anywhere is a provider in Robotic Process Automation (RPA), the platform on which the world's leading organizations build Intelligent Digital Workforces. Automation Anywhere's enterprise-grade platform uses software bots that work side by side with people to do much of the repetitive work in many industries. It combines sophisticated RPA, cognitive and embedded analytic technologies.
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Today's Tip of the Day - Utilize Time & Money Saving Tools

Read today's tip or listen to it on podcast.

Published: Monday, October 25, 2021

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2024 Buyers Guide Knowledge Management

 
1.) 
168Solution

Contact Center Innovation Channel and Digital Transformation Enabler
Providing Research, Training and Consulting related to Customer Experience Delivery, support Project Management by Unit or Corporate.
Have the ability to conduct research for specific needs.
Having deep knowledge on the Digital Interaction/Contact Center / Omni Channel / CRM various Stakeholder and Emergency Response ecosystem in Indonesia.

2.) 
eGain Corporation

eGain Knowledge + AI
eGain Knowledge+AI™, the top-rated, analyst-awarded knowledge management software, guarantees quality customer service by infusing your customer service agents with knowledge, making all agents as productive as your best ones. By providing agents and other users a range of ways to get to information from the common knowledge base, it ensures fast, consistent, and accurate answers.

3.) 
FuzeDigital

FuzeDigital offers an affordable yet comprehensive knowledge base to answer your consumers' and staff questions. When assistance is needed, our email management system ensures your timely and accurate delivery of responses. Used by companies large and small that seek to deflect common questions while providing exceptional support.

4.) 
Knowmax

Knowmax is a knowledge management software for enterprises. Customer service of any organization can leverage this tool to create, curate & distribute the knowledge at assisted as well as digital channels promoting self service.

5.) 
livepro

Knowledge Management software
livepro are experts in Customer Experience Knowledge Management and are passionate about improving customer experience. livepro is feature-rich yet easy to use, delivering answers to agents – not long complex documents to dig through. This makes customer service quicker, easier and more efficient. Staff require next to no training on complex procedures thanks to livepro’s intuitive design, which brings confidence up and training costs down.

6.) 
ProcedureFlow

ProcedureFlow is a step by step visual guide that supports agents as they navigate company processes. With a knowledge management solution that simplifies complex information, employees can spend less time searching and focus on what they do best. ProcedureFlow’s simple and intuitive platform enables contact centers to quickly and easily create, maintain, and update company processes in real time. With ProcedureFlow, teams can work more efficiently, better serve customers, and drive results that matter most to their business.
 

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