Fast-tracking better service
Process automation can help deliver an unprecedented competitive advantage to business.
This is according to Silva Padaychee, senior pre-sales solution engineer at Interactive Intelligence EMEA, who says automation streamlines business processes, improving overall customer experience and enabling staff to do a better job in the long run.
Padaychee says process automation in the contact centre simplifies the work of agents and allows them to deliver improved customer service. “It delivers better visibility of processes, for one thing,” he says. “So if a customer should call in to track an insurance claim, for example, the agent will be in a position to tell the customer immediately where the claim is and when it is likely to be concluded.”
Process automation also significantly speeds up processing, he says. Where a claim or application managed manually may take weeks to process as it moves from desk to desk and is physically transported between offices; in an automated environment, the weeks are cut down to days.
“So you get increased efficiency, better customer experience, cost savings, visibility across the process, and you eliminate human error and latency.”
Process automation can benefit enterprises and industry verticals across the board: “Process automation can benefit the insurance sector for claims and leads processing; the financial sector for loan applications; the health sector for patient management and claims; retail for logistics management or complaints; and businesses themselves for resource management and HR,” Padaychee says.
Padaychee expects to see significant uptake of process automation solutions locally, as South African companies take steps to improve their competitive edge.
He will elaborate on process automation and its business benefits at the Cape Town leg of the Interactive Intelligence Customer Experience Management Executive Forum, to be held at the Crystal Towers Hotel, Century City, on 31 August.
This event, a follow-on to the highly successful Johannesburg CEM Executive Forum, will update IT professionals, business decision-makers, marketers and contact centre professionals on the latest trends in customer experience management and the solutions being brought to market by Interactive Intelligence. For more information, click here.