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Automation

What Is Desktop Automation?

Desktop automation is the deployment of robotic process automation in the contact center to assist, not replace, your agents. Contrary to popular narratives, robots are not used exclusively to replace their human counterpart. In high touch contact centers, agents and robots can work side by side to deliver the best possible customer interaction in the most efficient manner possible – quite literally, automation with a human touch!

Pain
Pain

Human agents excel at customer interactions – delivering impactful conversations with empathy. However, there are tasks better delegated to a robot: Manual and tedious data entry, complex navigation sequences, cut & paste operations – all those tasks that take precious time away from allowing your agents to deliver empathy, compassion and understanding.

Desktop Automation may be appropriate if…

Your agents are dealing with complex applications or processes resulting in errors or long call times

Your organization is looking to improve First Call Resolution

Your organization wishes to reduce agent training time and agent churn

Solution
Solution

Desktop automation is robotic process automation that can take cues from the agent, from an application event or other business logic and spring into action to complete a process on behalf of the agent. Once the robotic process has completed its task, control is given back to the agent. This agent-assisted automation lets the agent focus on the customer and the outcome, and lets the robot focus on the process and data entry.

Automate manual processes

Our bots will automate all manual processes allowing the agent to focus on the customer. Say goodbye to cut & paste, click-click-click and alt-tab.

Automate manual processes

Automate manual processes

Improve contact center metrics without hurting the customer experience

Deploying bots in concert with human agents delivers the best of both worlds: Maximum efficiency but with empathy. Quite literally, automation with a human touch!

Delivering a digital workforce

Desktop automation reduces the demands on your agents. In addition, the same automation technology can be deployed into the back-office to further automate manual processes.

Driving improved self-service

Many self-service solutions are inherently limited due to a lack of available transactions to complete a customer inquiry. Automation allows an organization to surface any required front-office or back-office transactions to deliver an even better self-service experience.

Help Me Choose

Driving contact center efficiency can be done through unification, guidance, automation and/or a personal assistant. Which technology is appropriate for you?

If you have...

Desktop complexity - Many desktop applications resulting in a lot of duplicate data entry and long call times.

...You should consider

If you have...

Application or process complexity – A few very complicated applications or processes which agents struggle to follow effectively.

...You should consider

If you have...

Manual processes – If your agents are doing many manual processes such as data entry, cut & paste operations or long navigation sequences

...You should consider

If you have...

Guidance and assistance – If your agents could use help finding answers, the next best action, advice or task automation during and following customer interactions

...You should consider

If you have...

...You should consider

Desktop complexity - Many desktop applications resulting in a lot of duplicate data entry and long call times.

Application or process complexity – A few very complicated applications or processes which agents struggle to follow effectively.

Manual processes – If your agents are doing many manual processes such as data entry, cut & paste operations or long navigation sequences

Guidance and assistance – If your agents could use help finding answers, the next best action, advice or task automation during and following customer interactions

Many deployments consist of a mix of these approaches. Contact us for a solution overview and to help “right-fit” a solution for you.

Don’t take our word for it. Fortune-1000 companies globally benefit from our unification, guidance and automation solutions and you can see their results here

Results
Results

Our desktop automation solutions are used by tens of thousands of agents on a daily basis at global organizations of all sizes. Desktop Automation will deliver:

A minimum 30% Average Handle Time reduction

Improved customer interactions

Up to 70% reduction in agent training time.

Thought Leadership

Thought Leadership

 

Jacada's Self-Service Solutions

We also offer self-service solutions for your customers that automate the entire service experience.

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