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News : Blue Prism Announces Comprehensive New Enterprise Contact Centre Offering with Amazon Connect

#contactcenterworld, @awscloud

London, UK and Austin, TX, USA, May, 2021 -- Blue Prism(R) (AIM: PRSM) announced the availability of Blue Prism Service Assist on Amazon Web Services (AWS) – a comprehensive, no-code, intelligent automation contact center solution that combines intelligent digital workers and native AWS services so enterprises can deliver an improved customer experience.

Blue Prism Service Assist for AWS combines the capabilities of Amazon Connect and Amazon ElastiCache with Blue Prism's Service Assist to create a scalable intelligent automation contact center offering that expedites the time it takes to deliver across the entire customer journey for a simplified agent and customer experience.

"Service Assist for AWS combines intelligent automation and multiple API integrations with AWS for a solution that enables Blue Prism's digital workers to assist and accelerate contact center transformation - instantly retrieving customer information in near real-time for every incoming call," says Madhu Raman, worldwide head of intelligent automation, AWS.

"Consumers want a more personalized, engaging, end-to-end digital experience – they don't want to be put on hold," says Linda Dotts, chief partner strategy officer at Blue Prism. "Service Assist for AWS streamlines contact center operations for a better experience and helps enterprises create value with every customer interaction."

Using Service Assist technology on AWS enables us to deploy simple digital interactions to our staff globally, 24x7," says Karen Rooney, head of process simplification & optimization, Fidelity International. "The International arm of Fidelity Investments has been using the solution for more than two years, together with Blue Prism digital workers, accessing modern and legacy systems to automate repetitive work, allowing us to provide much better service to our customers."

This expanded collaboration builds on our existing relationship with AWS and underscores Blue Prism's cloud-first intelligent automation strategy – a three-pronged approach that includes flexible deployment to meet ever-evolving IT strategies; native integrations that combine process automation and smart workflows with cognitive technologies like machine learning, advanced analytics, natural language processing, and AI capabilities; and expanded delivery options for intelligent automation in the cloud that puts enterprises in control.

Blue Prism's collaboration with AWS includes a listing in AWS Marketplace, which incorporates Blue Prism on an Amazon Machine Image (AMI) instance with a set number of digital workers, plus connectors for Amazon Textract, Amazon Rekognition, and Amazon Comprehend machine learning capabilities, as well as a Bring-Your-Own-License (BYOL) offering for existing customers.

#contactcenterworld, @awscloud

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

About Blue Prism:
In this digital era where start-ups are constantly disrupting markets, only the most agile and innovative enterprises survive and thrive. At Blue Prism, we pioneered Robotic Process Automation (RPA), emerging as the trusted and secure intelligent automation choice for the Fortune 500 and public-sector market. Now we bring you connected-RPA supported by the Digital Exchange (DX) app store—marrying internal entrepreneurship with the power of crowdsourced innovation.

About Amazon Web Services:
Amazon Web Services is a collection of remote computing services that together make up a cloud computing platform, offered over the Internet by Amazon.com. The most central and well-known of these services are Amazon EC2 and Amazon S3.

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

More Editorial From Blue Prism

Published: Thursday, May 20, 2021

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2023 Buyers Guide
Get Listed
Recording

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.)

ASC

ASC Recording Insights and neo
ASC Recording Insights guarantees legally compliant recording and analysis of all communication channels in Microsoft Teams - including audio calls (internal and external calls), chat conversations and video meetings.

neo Recording, QM & Analytics address all enterprises with recording needs, especially contact centers. The content of communication becomes accessible and critical information and trends are revealed, providing real-time business intelligence for immediate management action.

3.)

Geomant

Microsoft Teams Cloud Recording Service
Geomant offers a fully managed recording service for those organisations who need to address compliance or quality management while working on Teams. The Service utilises Verint’s market leading recording technology and is hosted by Geomant in Microsoft Azure. Our managed service approach is unique in that it allows organisations to benefit from advanced recording features, all while being free from any technical infrastructure or maintenance requirements that come with a traditional on-premises set up.

4.)

Lieber & Associates

Recording System Consulting
L&A provides vendor-independent consulting services to select, contract for, test, and implement contact center recording systems. The firm's consultants specialize in contact center I.T. and have several decades of experience each with all major and many smaller makers of phone and call recording systems.

5.)

MiaRec, Inc.

MiaRec Call Recording
MiaRec's compliant, secure, and reliable Call Recording software is the foundation of our Customer & Workforce Engagement Platform.. MiaRec Call Recording seamlessly integrates with MiaRec Agent Evaluation & Scoring, Live Monitoring, Voice Analytics, Screen Capture, and Advanced Reporting to provide a comprehensive solution you can trust.

6.)

Numonix

IXCloud
Numonix's IXCloud is one of the first fully managed compliance recording solutions for Microsoft Teams. IXCloud securely records, stores and analyzes interactions in the cloud without physical or virtual servers. As a fully managed Azure-based, Software-as-a-Service cloud interaction recording solution, IXCloud takes interaction capture into the future. It enables instant and elastic scalability to support business growth and provides the necessary tools to enhance business performance while maintaining compliance. IXCloud redefines versatility with its OpenAPI framework that enables application development. Companies and third-party developers benefit from IXCloud native capture technology, whether it be integrating with internal systems or building a third-party application.

7.)

Nuxiba Technologies

CenterWare
Enterprise recording management for storage, retrieval, playback, and monitoring communications throughout your contact center.

Record screen activity and calls across agent workstations, measure and monitor quality levels across all campaigns and analyze recordings to capture first-hand customer data and requirements.

Easly access all recordings and critical information to provide improved customer experience, sales, and productivity!

8.)

OrecX

Oreka TR
Oreka TR total recorder includes all of the call recording capabilities you will need, at about half the cost of competing for call recorder solutions, including screen recording, mobile phone recording, live monitoring, on-demand recording, multi-tenancy, multi-site recording, audit trail, call exporting, retention management, auto-tagging (for speech analytics and phrase spotting) and so much more.

9.)	PCS Software PCS GD Call recording solution fully integrate to all main pbx solutions.

10.)

Teckinfo Solutions Pvt. Ltd.

InterDialog UCCS
InterDialog UCCS enables organizations to adhere to all compliances with its inbuilt call recording software and also has an option for screen recording. With centralized repository of all voice logs, its easy to maintain & retrieve all voice files and have a central control in case of multiple branches set up.