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News : Optus Uses 'Hack Fiesta' to Create More Bots

#contactcenterworld, @optus

Sydney, Australia, March 3, 2020 - Optus has put more process automation bots to work in its human resources, managed services and order management functions, following an internal hackathon held at the end of last year.

The telco is in its third year of working with robotic process automation (RPA) technology, which it uses to power automations.

It also has a centre of excellence (CoE) structure around its RPA operations, which it calls the iAutomate CoE.

Optus said in a LinkedIn post late last year that the CoE, "together with our Group Digital Office and RPA platform partner UiPath, recently held a ‘hack fiesta’ where 60 of our people registered to learn how to build their own RPA-assisted bot that automates a repetitive task in their work routine".

Eight teams participated in the hackathon and one, developing a bot called ‘Tara’, was "crowned the overall winner", though no details of the bots - or the processes they automated - were released.

However, in a new video, also published to LinkedIn, Optus provided a brief look at Tara and two other bots developed through the hackathon.

Tara bot, according to one of its creators, talent acquisition specialist Natasha Welden-Iley, "is going to allow us and our leaders to recruit more effectively."


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"It's really exciting as it will allow the team to actually deal with people more than paperwork," she said.

Michael Chesterton, a technical services manager for integrated client services, said his team created a bot called ‘Robot Smith’.

"He'll be a virtual contact centre agent logging into our Optus Business managed customers' environments and confirming they're functioning as expected," Chesterton said.

"He'll alert us to issues before they occur and enable our engineers to move onto more complex tasks."

Shannon Booth, order management & visibility program manager in Optus’ supply chain division, said her team is developing a bot "that enables us to communicate to sales channels quicker about orders that need extra attention."

"This is incredibly useful and beneficial to the customers because it ensures they get the greatest customer experience possible," she said.

Optus indicated it would continue to work with the lines of business to identify processes for rework and automation.

"As a result of our growth over a number of years we have a number of legacy processes, a lot of workarounds, a lot of manual and admin processes," CFO Murray King said.

"That's not the best use of our valuable resources, so what we want to be able to do is identify all of those processes that can essentially be automated just to free up time."

#contactcenterworld, @optus

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


About Optus:
Company LogoSingTel Optus Pty Limited is the second largest telecommunications company in Australia, and is a wholly owned subsidiary of Singapore Telecommunications. The company primarily trades under the Optus brand, while maintaining several wholly owned subsidiary brands, such as Virgin Mobile Australia and Boost Mobile in the mobile telephony market, Uecomm in the network services market and Alphawest in the ICT services sector.
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Today's Tip of the Day - Do Your Agents Have All The Right Tools?

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

Published: Friday, March 6, 2020

Printer Friendly Version Printer friendly version

2021 Buyers Guide Automation

 
1.) 
Agara

Agara is an autonomous virtual voice agent powered by Real-time Voice AI. It is designed to have intelligent conversations with your customers, vendors, and partners without any assistance from human agents. It can handle a wide variety of calls including inbound customer care calls, outbound lead generation calls, appointment scheduling calls, and overdue payment recovery calls.

Agara is available for several industries including banking, insurance, retail, e-commerce, airlines, and telecom. Powered by advanced Real-time Voice AI that understands speech in real-time, automatically determines the right process to follow and guides the caller along in the process with natural conversation.

2.) 
Auraya

EVA Voice Biometrics
Powered by Auraya's patented ArmorVox engine, EVA is a voice biometric extension that provides secure and seamless identification & verification capabilities for Amazon Connect. EVA provides delightful customer experience by removing the friction of providing PINs, passwords or secret information in order to prove caller identity. EVA comes standard with active and passive modes and a simple yet powerful agent interface. This allows for personalised self-service and a more friendly and efficient experience when interacting with an agent.

Outdated security methods such as PINs, passwords and security questions have become insecure and unreliable. Forgetting passwords and security answers o...
(read more)

3.) 
Consilium Software

Consilium UniCloud™
UniCloud™ is an intuitive platform that allows Enterprises to deploy and manage their Unified Communication (UC) and Contact Center (CC) services with ease and entire provisioning can be completed in seconds using this comprehensive tool supporting digital transformation. The latest release 7.0 of UniCloud™ is a multi-tenant platform that transforms the delivery, management, and integration of collaboration and contact center solutions, for both Cloud and On-Premise deployment models.
With its single-pane-of-glass views and quick provisioning tool, UniCloud™ is instrumental in reducing the time to provision an entire multi-cluster Cisco collaboration platform, including contact centers (C...
(read more)

4.) 
eGain Corporation

eGain Solve
Proven, Easy, and Guided Journey to Automate Customer Engagement in a Digital+AI World

5.) 
Emmersion

Automated Language Testing
Emmersion offers automated assessments to quickly and accurately test speaking, writing, and grammar fluency in 9 languages and counting. We help contact centers improve CSAT scores by screening for top talent and retaining top performers.

6.) 
OpsTel Services

SPEED & PLUS
The SPEED solution solves for service level issues while cost optimizing the environment with automation.

Provides an enhanced way to speed up & optimize invoking temporary agent skills configuration changes into the contact center environment.

Speed allows you to schedule both future changes & temporary changes that auto-revert back to the original state when scheduled time expires.

Speed features:

*Automated / Scheduled Temporary Agent Skills Configuration Management
*Immediate Temporary or Reoccurring Schedule Skills Configuration Changes
*Easy to Use/Operations Administration Focused
*Descriptive Monitoring Activity Dashboard
*Detailed “End to End’ Audit Trail and Perfor...
(read more)
 

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