Firstsource Solutions recently announced the launch of the First Smartomation, as a part of its suite of customer management solutions. First Smartomation is a process automation solution, and has been designed to enable enterprises to integrate multiple systems, optimize productivity, create new interfaces with automation, enhance effectiveness, and simplify complex processes.
The non-invasive technology integrates diverse, existing applications and systems on their native platforms in order to create user-friendly interface for agents. It can be deployed across voice and non-voice customer service channels and on any backend system.
It also offers, simplification of the process, reduces processing and interaction time, enhances agent productivity, optimizes use of resources, increases accuracy, provides better quality of output, enhances customer experience by lowering average handling time (AHT) and achieves a longer first contact resolution – all while improving cost efficiencies in the back office.
During a recent deployment made by a major U.S. telecom company, the following results were observed: 200 percent increase in productivity; 67 percent cost reduction; 100 percent data accuracy; and 30 percent reduction in training time.
Ram Mohan Natarajan, senior vice president, Business Transformation, Firstsource Solutions said, “Contact center agents today are required to access information associated with multiple products, services, systems, knowledge bases and pricing schemes from multiple sources to respond to customer queries in real-time. By consolidating processes, First Smartomation improves customer experience, agent productivity, increases accuracy, improves compliance and reduces training time, key challenges for any executive with a customer remit.”