London, UK and Austin, TX, USA, Oct. 7, 2020 -- Addressing the increasing demands of customer contact centers and call center agent productivity, Blue Prism (AIM: PRSM) announced the availability of Blue Prism Service Assist. This new offering delivers a real-time, unified 360-degree view of all customer interactions helping free up agents so they can be more responsive, empathetic and engaging, to better serve customers.
"Customer care is our obsession. Quality is our obsession. Human workers working hand in hand with digital workers is the way we've transformed our customer care areas. Our people feel their work is better with digital workers and the results are incredible," says Javier Magdalena, Director of Automation and Process Simplification, Telefónica.
"Contact centers are the frontline of the customer experience," says Linda Dotts, Blue Prism's Chief Partner Strategy Officer. "Consumers today are demanding that all modes of interaction are seamless between virtual channels and live agents, but all customer support teams face challenges, including legacy systems, high staff attrition, at home agents and cost minimization. This is where Service Assist comes into play."
"2020 continues to be the perfect storm for change and disruption in the global contact center industry," says Paul Stockford, Chief Analyst at Saddletree Research. "Our January 2020 survey of customer service professionals revealed that 12 percent of the industry was already focused on introducing AI-enabled automation solutions such as Blue Prism in 2020, joining the 16 percent of contact centers that have already deployed automation. The pandemic, however, has caused a dramatic spike in demand for automated solutions, which now represent a market segment that is expected to reach a compound annual growth rate (CAGR) of 64.2 percent from 2020 to 2024."
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.
Published: Friday, October 9, 2020
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