Customer Service and Call Center Automation
Automate away "hold please" and create better service—faster
You have customers waiting. It’s time to simplify the agent experience and empower both live and virtual agents to do more, connecting across any and all existing contact center applications. Add cloud-native automation to deliver better service, faster—today.
Better, faster service. Here’s how.
See how cloud-native automation helps contact centers achieve key objectives to deliver better, faster service in the 3 Ways to Level Up Your Contact Center eBook.
Lower AHT and higher customer satisfaction—all made possible by the cloud
Reduce Average Handle Time (AHT)
Intelligent automation accelerates service delivery by navigating between multiple applications and departments in real-time. Task management solutions help to simplify contact center processes by allowing agents to set up automatic functions that manage repetitive, day-to-day tasks.
Enable contact centers to securely manage PII, PCI DSS, and HIPAA, and limit direct access to critical systems, reducing the risk of fraud and error. RPA allows contact centers to adjust to regulatory changes, ensuring accountability and transparency for their customers.
Eliminate time to launch lag
Web-based deployment means RPA go-live across thousands of agents in a matter of days. Along with agent guidance systems, contact centers can leverage machine-learning technology to help train and direct agents in following best practices.
Achieve rapid and resilient scale
Microservices architecture ensures adaptive scale with high availability to handle volume surges. RPA can help with predictive call routing, coping with changing volume patterns, and collecting more data on customer experience for improved interactions.
Reinforce operational continuity
Built-in security, governance, and reliability ensure your contact center can operate 24/7.
Keep up, uninterrupted
Automatic upgrades with cloud-native RPA translates to low IT maintenance and overhead, and never-interrupted agent productivity.
TaskUs crushes AHT goals and improves customer satisfaction with Automation Anywhere
Next-generation customer experience (CX) provider sees next-level results with contact center automation
Within one month,we developed and deployed AARI and quickly demonstrated value by simplifying tasks for our frontline and efficiency gains for our clients.
– Manish Pandya, SVP of Digital Transformation, TaskUs
Improvement over AHT target
Increase in ticket processing capacity reducing defects
Teammates supported by AARI
A connected contact center for a simple, fast experience
Cloud-native automation makes things better for live agents, virtual agents, and all the systems in between.
Simplify the agent experience
Bring everything your agents need onto a single screen with a 360-degree customer view across all channels. Agents work in tandem with automations to service the request, including collecting input, escalating as needed, performing after-call work, and collecting additional agent insight to close the ticket.
Do more with your virtual agents
Empower virtual agents with complete data. RPA integrates customer journey data from all channels—IVR, email, chat, knowledgebase, etc.—and can automate AI-generated next-best actions to handle more requests from beginning to end.
Connect and scale existing systems
Automate complex, multi-touch workflows that span current and legacy applications, and embed automation right within CRM and ticketing systems so agents never switch screens—all while controlling direct access to sensitive data.
Integrate with your system of choice
Connect any contact center system with the power of automation. Cloud-native intelligent automation is application agnostic.
Extend lifelike interactions with virtual agents to complete more requests, end to end, through intelligent automations that reach hard-to-access systems and execute next-best actions.
Amplify the power of your cloud contact center with robust automations to seamlessly simplify and execute tasks, from routine to complex, right within SFDC.
Expand IVR fulfillment capabilities and success rate with automated information-gathering and actioning across systems from on-prem mainframes to cloud-based web services.