Enterprises with large-scale business and consumer contact center operations are facing increased pressure to keep customers happy.
Blue Prism Service Assist for AWS combines Amazon Connect and Amazon Elasticache, plus native integrations with AWS machine learning services, with Blue Prism Service Assist intelligent contact center automation for a comprehensive, scalable, cloud-based contact center solution."
Blue Prism Service Assist for AWS combines native integrations with:
REDUCED RISK: Agents are free from the complexity of interfacing with multiple systems and screens (CRM, ERP, mainframes, IT apps, third-party, unstructured data), which increase hold and speed of answer times.
BETTER CUSTOMER & AGENT EXPERIENCES: Agents use an intuitive web-based single screen with dynamic, contextual interface & instantly get a 360-degree view of the customer.
CREATE EFFICIENCIES: Service Assist digital workers interface with legacy data sources to populate just one screen with customer data.
IMPROVE CUSTOMER SATISFACTION: Agents can trigger digital workers to immediately execute top customer requests and deliver the right answer in real time.
Blue Prism Service Assist for AWS hyper automates and speeds contact center operations, including reducing average hold times (AHT) and Abandon Call rates; decreasing agent turnover and operating expenses; improving average speed of answer (ASA) rates; handling more calls per agent; and helping you to create happier customers . Blue Prism Service Assist for AWS is ideal for enterprise contact centers with up to 25,000 agents where the value of cost savings and impact on customer satisfaction is important to the customer mission.
Using Service Assist technology on AWS enables us to deploy simple digital interactions to our staff globally, 24x7,” says Karen Rooney, head of process simplification & optimization, Fidelity International. “The International arm of Fidelity Investments has been using the solution for more than two years, together with Blue Prism digital workers, accessing modern and legacy systems to automate repetitive work, allowing us to provide much better service to our customers.
Becoming an agile enterprise means operating as a seamless mix of digital workers, human workers, and systems dynamically automating processes everywhere from the back office to the customer experience. You can do this with Blue Prism's intelligent digital workers that are versatile, autonomous, self-organizing, and secure. As a result, you gain better insight and control over the work, create new and transformative ways to operate, and empower people to focus on work that truly matters.
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