Blog | May 15, 2022

Contact center agent to customer hero with AWS Intelligent Automation

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According to a Market and Markets 2021 industry report, the global contact center software market size is expected to grow from 24.1B in 2020 to 75.5B by 2026. This underscores the incredible focus on driving automation into this market. Contact centers are known to be a primary influencer or detractor of an organization’s overall customer experience. Yet, many challenges exist.

According to TMForum, there are five key challenges that Telco contact center agents face that undermine customer experience. They are:

1. Too many disparate systems

2. Misaligned objectives and measurement metrics

3. Adjustment to the “home is my office” world

4. Pace of change (new products and devices)

5. Exposure to customer data

These challenges are not small. However, they must be addressed to maintain a positive customer experience. Thankfully, with the help of Intelligent Automation solution responses from Blue Prism on AWS, organizations can quickly achieve their desired outcomes. In fact, as outlined in the recent “AWS Industry Solutions Report – 4Q ‘21” contact centers can achieve incredible outcomes through Intelligent Automation and use of digital workers.

Here’s one example of a multinational telecommunications company:

Pain Point 

Customer’s 6,000-desktop contact center operation was facing rising costs, increased pressure for profitability, new challenges from high business & consumer expectations, complex in-call tasks across many systems that were impacting performance, and legacy systems without APIs for integration.

The solution

Automate contact center for enhanced agent productivity. Blue Prism Service Assist automated all end-to-end processes and digitized customer channels to improve agent productivity and create a better overall customer-agent experience. After immediate adoption by 85% of agents, customer achieved a 39% reduction in costs in <1 year; $70m in OPEX savings; more than 5% increase in customer satisfaction indices; 30% reduction in agent attrition; average call times reduced from 9 to 2 minutes; reduced agent onboarding time from 3 months to 1 day; eliminated manual errors; and adoption of omnichannel capabilities.

By industry, Customer Care that is enhanced by intelligent automation on AWS has different automation priorities and includes the call center as well as online and self-service channels. For example, retailers view processing Return Merchandise Authorization (RMA) as one of their top automation targets. For the Hospitality industry, automating the availability of competitive Hotel rates visible to customers or customer groups in real-time is a competitive advantage. In Healthcare, automation driven assistance for scheduling an appointment, for check-in, continuing care interactions beyond the appointment, and insurance billing support are all top of mind. Large service providers like Network operators and Power & Utility companies receive Millions of calls on a monthly basis. Their automation focus is on introducing self-service assistance to help reduce the cost-per-call while providing a great customer experience.

By assembling your portfolio of digital workers supporting Intelligent Automation, you can drive increased efficiency in your processes across your business. But first, you must understand which of your business process implementations are most suited for this.

Get more detailed information on how to assemble your intelligent automation solutions portfolio on AWS in the “AWS Industry Solutions Report – 4Q ‘21” here.