Attended Automation within the Contact Centre delivers the ability for Users and Digital Worker processes to work seamlessly together, solving business objectives of delivering increasing productivity, customer engagement consistency and compliance adherence.
With these new business capabilities, clients need to achieve and realise improved Total Cost of Ownership (TCO) quickly. In practice, there are common issues that adversely impact these benefits by delaying production ready processes as well as impacting the scale out of automation across the organisation:
- Time wasted on extensive process discovery and opportunity assessments
- Best practice, enhanced attended process knowledge and experience
- Skill sets take time to build and people move roles quickly
- Reworking of processes to meet emerging custom business needs
This is subsequently amplified when extending Front Office and End-to-End process automation into delivering Self-Service and Back Office automations. These inclusions create changes in the type of engagements within the Contact Centre which therefore requires new skills and approaches.
When linking Front Office to the Back Office, the overall automation management is enhanced, as well as extending the improvements from the automation. This does need new ways of delivering processes, business escalations and overall performance reporting particularly with the use of new common automation processes to maximum the impact of digital workers.