Robots are not new—they have fascinated people old and young for a long time. However, more and more they are not just characters in science fiction movies and TV shows—they are being used to get work done in operational and customer service areas of companies.

And that is fairly new.Hands_typing_image.jpg

This week Verint launched Robotic Process Automation™ to help increase productivity, improve quality, reduce costs and support regulatory compliance. My guess is you’re trying to do at least two or three of those things—and quite possibly all four.

What if you could find ways to automate some of your department’s manual data entry that is susceptible to human error? And at the same time be able to free up your employees and agents to focus their efforts on more value-added processes? It’d be a win-win.

As customer engagement continues to help shape the financial futures of today’s organizations, automating repetitive tasks and moving customer service reps to higher-value work are not only good ideas—they can also provide a competitive advantage. By automating work you can dramatically reduce or eliminate errors that were previously introduced (inadvertently) when employees had to manually enter—and re-enter—and re-enter again at times—data from one application to another.

Better quality work reduces calls into the contact center. And customers usually get better service from more highly engaged employees.

This new set of advanced capabilities uses software robots to automate, manage and execute high volumes of time-consuming business processes all day, every day. Some of the other key benefits of Robotic Process Automation include:

  • Offers new employees access to guidance—and seasoned employees help for what they don’t perform regularly
  • Remains inactive when not needed and can be ramped up quickly to meet peak or unexpected demand—performing work the same way every time—using the applications the same way an employee would
  • Increases security when used to process sensitive tasks or handle confidential information.

This solution is a natural complement to Verint’s existing solutions as well as those already being used by our customers’ employees to perform their day-to-day business, because no integration is required. It uses the same applications and established processes and validation to automate work that was previously completed manually.

Notably, processes do not need to be reengineered, which decreases disruption to the business or potential resistance to change from employees. Once installed, automation scripts can be monitored, revised and new scripts added without requiring IT resources or advanced programming skills. That means those in the business that leverage the solution—whether in contact center or back-office operations—can truly own, manage, and evolve the use of the applications themselves.

Learn more about this solution that augments both customer and employee engagement.