Questions? Feedback? powered by Olark live chat software
  • Automation for Contact Centers, Support Interactions & Customer Self-Service

    Help Contact Center Agents & Bots Provide Great Customer Experiences

Upcoming Webinar
Call Center Automation: How Customer Service RPA is Shaping the Industry with guest speaker, Craig Le Clair of Forrester Research. Wednesday, June 27 at 1PM EST Register Here

Automation

What is Customer Service Robotic Process Automation?

Customer Service Robotic Process Automation (CS RPA) is Jacada’s solution for implementing automation of processes required to fulfill online customer requests. Customers interacting with a live contact center agent or customer service bot benefit from shorter Average Handle Time (AHT) or even call deflection through the automated processes that take place by the implementation of Customer Service RPA.

CS RPA is uniquely focused on generating ROI in the customer service space by drastically reducing the manual, error-prone and repetitive tasks of data entry, navigation and process fulfillment.

CS RPA focuses on customer service scenarios which are difficult to fulfil using standard RPA tools that traditionally focus on back office automation.

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!

Robotic Process Automation

Much like the physical robots that have automated the assembly line, Robotic Process Automation can be thought of as ‘software robots’ that automate things like data entry and user interface navigation. Software robots are trained to interpret the user interface of third party applications and execute processes that would normally be performed by humans.

Contact
Contact Center Automation Solutions

Contact centers have their specific challenges.
We have specific automation solutions:

Assisted Sign-On

The Problem: Agents need to log in to dozens of applications

The Solution: With Jacada, agents can log in once and our solution automates the rest. The solution saves agents up to 15 minutes per shift and a lot of frustration

Expected Implementation: 3 weeks

Third Party Integration

The Problem: Contact centers often use third party software that does not provide easy integration. Agents spend a long time looking up and updating information in different systems

The Solution: With Jacada CS RPA we easily integrate with all the customers systems and provide the agents with all the information they need in a flash.

Expected Implementation: 4 weeks

Call Summary

The Problem: Agents spend a long time (sometimes minutes), summarizing calls. In many industries this is mandatory by regulation.

The Solution: We follow the agent's activities, collecting "breadcrumbs" as the call progresses, and when it's time to summarize, we provide the agent with bullet points of the main actions taken. This can reduce the call summary time from minutes to only a few seconds.

Expected Implementation: 6 weeks

Screen Pop

The Problem: Your agent receives a call they need to ask/find information, resulting in longer call times.

The Solution: Screen Pop shows a popup window with all the relevant information at all times as soon as the call is routed in, saving valuable and time on information lookup.

Expected Implementation: 3 weeks

Many Many More Automation Solutions...

Scripting

Outbound Communication

Quote to Cash

Procedure to Pay

Customer Onboarding

Issuing Refunds

Data Migration and Entry

Data Extraction from Shared Documents and Forms

Report Preparation

Report Dissemination

Email Campaigns

Invoice Creation and Delivery

RM Information Changes

Customer Profile Management

Retrieving Billing Data

User Preference Update

Customer Issue Resolution

Diagnostics and Change Testing

Fault Remediation

Reconciliation

Inventory Update

And Many Others...

Use Cases

Business
The Business Benefits of CS RPA

Automate the process so we can get back to what’s important, servicing the customer.

Customer Satisfaction

customer satisfaction

If a customer service representative is focused on navigating systems, inputting data or copy-pasting, they are less focused on servicing the customer. Alternatively, if your chatbot is only capable of answering questions and not automating processes, your customers are not effectively being serviced.

Improved Accuracy

accuracy

Robotic automation never makes a mistake, unless it was programmed to do so. Rest assured that any automated processes take place with the highest possible accuracy, most possible adherence to compliance and unbeaten level of consistency.

Agent Productivity

agent

Like we mentioned earlier, let the robot handle the mundane, repetitive, error-prone tasks so your agents can focus on what is important, the customer.

Rapid ROI

roi

Cost reduction is the name of the game. Automation has been a huge player in driving down costs associated with the automation line. Automation of the contact center is no different.

Reduced Average Handling Time (AHT) by 20% - 30%

Increased First Call Resolution (FCR)

Blogs
Related Blog Articles

Using Robotic Process Automation (RPA) to Reduce Agent Churn

Using Robotic Process Automation (RPA) to Reduce Agent Churn The increasing levels of technology being adopted into the contact center may leave some agents fearing for their jobs, but RPA will only benefit them in the long run.

Which Industries are Already Benefiting the Most from Robotic Process Automation

Robotic Process Automation (RPA) has been one of the most revolutionary products of enterprise technology in the last few years, stirring the winds of change in the business world by enabling increased productivity at reduced costs, and one which will likely eventually be leveraged in just about every industry. In fact, according to a recent report by McKinsey and Company, it’s predicted that automation technologies, such as Robotic Process Automation, (RPA) will have a potential economic impact of nearly $6.7 trillion by 2025! For now, however, there are three particular industries that are most reaping the benefits of RPA, blazing the automation trail. Lets take a look:

Top 5 Automation trends in the Contact Center

Top 5 Automation trends in the Contact Center It seems automation is everywhere these days, allowing people to accomplish a variety of tasks faster, and the customer service industry is no exception, where technological advancements continue to transform the customer experience, and businesses continue to discover the benefits of real-time automation. Here are the top 5 customer service automation trends in 2018:

Jacada Solutions Empower
the World's Most Trusted Brands

  • Nationwide logo
  • DirecTV logo
  • Cox logo
  • Priceline logo
  • Telefonica logo
  • Blue Cross Blue Shield logo
  • Capita logo
  • AIG logo
  • E-On logo
  • Georgia Natural Gas logo
  • HOT logo
  • Leumi Card logo
  • Liberty mutual logo
  • Vodafone logo
  • O2 logo
  • Manulife Financial logo
  • Turk Telekom logo
  • UBS logo

We use cookies to make interactions with our websites and services easy and meaningful, to better understand how they are used, and to tailor advertising. You can read more about our cookie use here in our Privacy Policy. By continuing to use this site you are giving us your consent to do this.