Utilizing Robotic Process Automation in Contact Centers Reduces Costs and Increases Operational Efficiencies

Frost & Sullivan latest analysis, Robotic Process Automation Market Outlook for Customer Care, 2017, explores what's driving adoption of RPA in contact centers, as well as customer care services in other industries. It also identifies specific focus areas or strategic business initiatives that can be tailored and leveraged by companies seeking to grow in this market.

Frost & Sullivan latest analysis, Robotic Process Automation Market Outlook for Customer Care, 2017, explores what's driving adoption of RPA in contact centers, as well as customer care services in other industries. It also identifies specific focus areas or strategic business initiatives that can be tailored and leveraged by companies seeking to grow in this market.

"Robotic automation processes can dramatically improve the cost effectiveness and efficiency of customer care departments, such as contact centers," said Frost & Sullivan Digital Transformation Principal Analyst Nancy Jamison. "However, it's important for organizations to have a cross-organizational plan for automation, as RPA applications can significantly impact people's roles and adjacent processes. In addition, having such a plan enables organizations to see where automation should and shouldn't occur."

The study identifies 22 areas where RPAs can be leveraged, some of which include:

"Organizations considering RPA tools should look for solutions that are scalable and reliable," said Jamison. "Other key considerations include choosing RPAs that follow a development process that is repeatable, provides access control and auditing, and can be managed similar to live agents with centralized control."

To access more information on this deliverable, please visit: https://goo.gl/8gieF2 

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Robotic Process Automation—2017 Market Outlook for Customer Care
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