Automation Anywhere
Launches New Contact Center Solution, Empowering Enterprises To Deliver Better
Service, Faster
Enterprises
can scale with cloud-native automation integrated with contact centers powered
by Genesys and Google to speed delivery of services and reduce customer hold
times
Automation
Anywhere, a global leader in intelligent automation today
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."
Automation Anywhere for Contact Centers enables agents to become more efficient
in finding, retrieving, and updating information, as well as executing client
transactions quickly and accurately to speed delivery of services while
reducing hold times. The solution is built on top of Automation 360, the world's leading
cloud-native RPA platform, and includes AARI,
a smart, no-code, easy-to-use interface that allows business users to automate
tasks and interactions across multiple systems.
With AARI, a personal robotic assistant offering a single pane of glass for all
automations, the solution can scale to support thousands of live or virtual
agents and offers additional features, that:
- Simplify live agent experiences: Automation 360 automates connections across
multiple systems of record, including CRM, customer interactions, payment
history, and authentications to provide the agent with a complete view of the
customer. AARI enables backend automation to speed workflows, update records, and
escalations.
- Speed response time of virtual agents with complete data: Intelligent automation
collects data from modern and legacy systems to speed virtual agent response
time to customer questions, addresses more complex inquiries accurately, and
provides AI-recommended next-best actions. Virtual agents can go beyond simply
answering questions to resolving end-to-end customer cases without human agent
intervention.
- Connect and scale across existing systems: Automation 360 connects and
supports integrations for Google Cloud Contact Center AI (CCAI), and Genesys
Cloud CX offering an increasing degree of flexibility to connect the dots for
agents hamstrung by complexity.
Lower Response Times, Shorter
Average Handling Times, and Higher Case Capacity
Enterprises that have already deployed Automation Anywhere for Contact Centers
have been able to reduce customer response times, lower Average Handling Times
(AHTs), and increase agent case capacity while enhancing customer experiences.
"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."
Source: Automation Anywhere media announcement