APA for Accelerated ROI



Heather Barrow

Who isn’t trying to find new ways to conserve resources – lower costs – and generate better results from their investments in customer experience and contact centers? There are so many opportunities to save money by leveraging automation to reduce labor. These savings can be reinvested in transforming how companies interact with customers. The opportunities for these savings are greater today than they have ever been as contact centers continue to generate more and more data.

In this uncertain economy, and in the context of a global pandemic which is putting more pressure on contact centers, and as many contact centers move to a remote environment, agent performance reporting is more important than ever before.  Contact centers can leverage Analytic Process Automation (APA) to increase productivity and eliminate the need for manual data tasks.

Like other new technologies, including Robotic Process Automation (RPA), APA for contact centers can guide planning, tracking, and performance improvement, leveraging not just traditional Business Intelligence (BI) but advanced solutions that managers find intuitive – not daunting. For example, rather than having managers and analysts spend large amounts of time on cleaning, organizing, and sourcing data to track the performance of their teams, managers can use APA to eliminate manual data tasks. This will allow managers to dedicate more time to agent management and coaching and in turn, result in a better experience for your customers.

As the world becomes increasingly digital, every organization’s greatest assets besides their offering and team, are data, business processes, and people. Analytic Process Automation (APA) solves what has been a complex, dimensional dilemma of harmonizing all to drive customer satisfaction, retention, growth, and business profitability.

APA provides automation capabilities across any analytics function, combining machine learning, artificial intelligence, data science, and Business Process Automation (BPA) in a unified manner.

Done expertly, APA makes information more accessible to everyone across the organization through the democratization of data, while also helping to tackle the surge of data from an ever-increasing number of sources (which our IntelligenceHub platform has been simplifying for years).

APA generates solid ROI given the reduction in time spent collecting and preparing data for analysis, to integrating analytics into reporting and alerts, which lead to truly transformative business outcomes.

APA intelligently automates repetitive and traditionally complex analytic processes, many of which have required a huge amount of hard coding and maintenance of bespoke systems – systems that didn’t always work. A lighter approach to APA and subscribing to analytics and reporting as a business asset frees organizations from this risk and uncertainty, by streamlining data-driven processes to feed applications, BI dashboards, and future innovations.

Please join me and industry analyst, Jon Arnold, next week on a free live webinar, where we will discuss the future of data innovation that drives significant improvements and cost savings at the same time. This is a session you cannot miss, especially if you are planning for 2021 and when the pressure is on to do more with less. The real ROI happens when we automate, then innovate!

Bring your questions and we’ll answer them on the spot.

Register for the webinar here.

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