Addressing the increasing demands of customer contact centers and call center agent productivity, Blue Prism announced the availability of Blue Prism Service Assist. This new offering delivers a real-time, unified 360-degree view of all customer interactions helping free up agents so they can be more responsive, empathetic and engaging, to better serve customers.
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“Customer care is our obsession. Quality is our obsession. Human workers working hand in hand with digital workers is the way we’ve transformed our customer care areas. Our people feel their work is better with digital workers and the results are incredible,” says Javier Magdalena, Director of Automation and Process Simplification, Telefónica.
Service Assist empowers contact center agents by automating system tasks that simplify and guide customer interaction tasks including searching databases, scheduling callbacks, and updating customer records. By providing a secure, scalable and centrally managed digital workforce (robots that act as a digital assistant to contact center agents), Blue Prism is poised to revolutionize today’s contact center ecosystem by offering a complete end-to-end automation solution. These capabilities also include supporting attended automation, digital workforce orchestration as well as integration with AI and machine learning tools to accelerate customer services. The result is streamlined contact center operations, increased agent satisfaction, and higher customer satisfaction.
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“Contact centers are the frontline of the customer experience,” says Linda Dotts, Blue Prism’s Chief Partner Strategy Officer. “Consumers today are demanding that all modes of interaction are seamless between virtual channels and live agents, but all customer support teams face challenges, including legacy systems, high staff attrition, at home agents and cost minimization. This is where Service Assist comes into play.”
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