omni-channel capture tools for cem - harvey spencer€¦ · omni-channel capture tools for cem key...

Omni-Channel Capture Tools for CEMKey Capabilities for Success

August 2018

Proprietary and confidential information of Alorica

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How Capture Technology Can Help

Key Capabilities for Success

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Contact Center Industry Core Challenges

Agenda



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2

3


Agenda


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Customer View


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Agent View


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The world is changing... …and so this is the

way we do business

Clients are looking for more agile, technology driven solutions able

to deliver tangible results and fast return on investments

Data reliability

Data-driveninsights

Need for increased compliance

Hyper connected Society

Process agility

New Models

New Platforms

New Customer Centricity

Move to Value/ New Focus

Do Things Better

Do Better Things

Next Generation

Process


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Cost CenterEfficiencies

OptimizationLow Investment Dollars

Value CenterCustomer Centricity

TransformationIdeas and Solutions


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Cost per transaction

Number of interactions


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Digital Human

HIGH COSTCOMPLEX

INTERACTIONS

LOW COST SIMPLE INTERACTIONS

Live Chat VoiceEmail Social Media

ChatbotIVR TextWeb Self-Service

The ChallengeBalancing the value and complexityof more transactions with the right levelsof human interaction and automation

EnablingTechnologies

Improved

Talent

Models

Engagement

Strategy

Organizational

Structure

Solutions

Architecture

Employee

DevelopmentCulture &

Feedback

New Hire

Training

Strategic

Onboarding

Capacity

Planning

Business

ContinuityScheduling

Information

SecurityRecruiting

& Hiring

Performance

Management

Project

ManagementClient

AdvocacyCX

Consulting

Forecasting

Client Benefits

IncreaseRevenue

Improve CX

Optimize Performance

ReduceCosts

IncreaseScale

Interactions

Social

Outbound

Email

Chat SMS

Back OfficeInbound

IVR

CustomerCare

Tech Support

Sales

Claims

Retention

ExecutiveEscalations

Collections

FraudMgmt.

Concierge

Tier 2 & 3

Services

Compliance

Committee

Quality

Assurance

Global

Footprint

CapabilitiesPEOPLE | PROCESS | TECHNOLOGY

Leveraging Robust Capabilities

Operating

Model



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2

3


Agenda

Natural Stupidity Artificial Intelligence

Traditionally, agent decisions are based on: Training, knowledgebases, manual processes and a complicated mixture of emotion and reasoning

High inefficiency, Variability, Errors

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Empowered agent decisions are based on: Automated processes and workflows with guided intelligence to help agents meet customer needs faster and more accurately

More Predictable, Accurate, Efficient

6EMPOWERED

Digital Intelligence for Speed to the Right Answers

Manual Steps and Various Possible Answers

TRADITIONAL

Enhanced Employee-Customer Conversations


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OCR

TEXT RECOGNITION

SCAN

KEY WORD SEARCH

NATURAL LANGUAGEPROCESSING



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2

3


Agenda

Desktop Automation

Simple Transactional Data

• Simple Scripting

• Email and Excel Macros

• Screen Scraping

• Auto eMailer

Robotic Process Automation

Structured Data/ Simple Rules

• Virtual FTEs orchestrating business processes

• Non-intrusive system integration through UI

• Business rule execution

• Pre-defined libraries/functions

• Orchestration and control of digital labor

AutonomicProcess Automation

Unstructured Data/ Complex Rules

• RPA capabilities extended to support unstructured data processing and complex business rules

• E.g.: OCR/ICR integration with an RPA platform to automate processes driven by unstructured data

Intelligent/AdvancedAutomation

RPA Meets Cognitive Computing

• Machines driven by artificial intelligence – comprehend, decide and remember

• Predictive modeling, Probability analysis and data discovery – self learning

• Natural Language Processing

• Insight-driven knowledge

Journey Towards Intelligent Automation

Benefit Realization

OpportunityProcess

Analysis

Design 2

Develop

Handover &

Deployment

Go-live and

Maintanance

Guide to choose the best fit processes for automation

Low

exception

rate?

Rule based?Standard

inputs?

Processing

method can

be changed?

High process

volumes?

Will minor

automation

improve the

process?

Deep system

changes

required?

Highly

manual &

repetitive?

Readable

electronic

input types?*

Implement

Self Service

Investigate potential

tactical solutions

Investigate options

for system integration

APPLY PROCESS IMPROVEMENT INITIATIVES

Is your process ... Is it ... Does it have ...

YES YES YES YES

YES

YESNO NO NO

NO NO NO NO NO

NOYESYES

DO IT

YES

* Readable Input Type = Excel, Word, email, xml, ppt, readable PDFs etc Non readable input type: scanned image with no OCR

Process Selection for Automation

Business Transformation Driving Customer Experience Combining Lean + Design thinking + Intelligent Automation

APPROACH

Customer Experience

Time to Serve

Customer Loyalty

OUTCOME

1Focus on elimination of the activities which drive work effort and not adding value

3Optimize the existing applications/tools and processes to derive the best utilization

4Non-invasive IT/best of breed tools and solutions to drive further automation

5Achieve further benefits realization opportunity by Robotics application

2Leverage best practices and standardize process across all locations

Eliminate

Harmonize

Optimize

Automate

Robotize


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Simple Data Display

Archive Process

Multichannel Accessibility

Ease, Speed,Security


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Closing Thought

“The reasonable man adapts himself to the world; the unreasonable one persists in

trying to adapt the world to himself. Therefore all progress depends on the unreasonable man” – George Barnard Shaw

Ashish BisariaGlobal Head of Client Advocacy

and Innovation at Alorica

Thank you

omni-channel capture tools for cem - harvey spencer€¦ · omni-channel capture tools for cem key...

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