Your ability to create effective customer services processes are often constrained by the myriad of applications on your agent desktop – a typical customer service process may need to span multiple windows and Web applications, none of which are integrated with each other, resulting in cumbersome process flows, rekeying of data and lack of integration - all of which adds up to lengthy call times, reduced accuracy (think customer call backs) and an overall increase in customer frustration. Reusing these applications in your Service Oriented Architecture (SOA) initiatives are even more problematic as they typically have no API, making accessing the data and functionality nearly impossible. The results are siloed applications on your desktop that do not work well together in an integrated and orchestrated manner.
Desktop automation or sometimes also referred to as robotic desktop automation is the deployment of robotic process automation in the contact center to assist, not replace, your customer service representatives (CSR’s). Routine, complex or lengthy tasks can be automated, data can be automatically copied from one application to another and new business rules can be enforced, all without requiring modification to the applications, resulting in much faster implementation cycles with significantly reduced risk.
Unlike many competing products, we step beyond pure automation and provide rapid, risk free integration capabilities allowing you to expose your existing closed application functionality as open standard web services for reuse in your SOA initiatives.
The non-invasive service enablement of applications is accomplished without modification of the applications, without access to their source code and without needing an API.
By removing the underlying application constraints, your business can focus on delivering the optimal customer service experience.