RPA technology provider Automation Anywhere has launched a new solution designed specifically for contact centers to increase agents’ efficiency and reduce time on hold. The San Jose, Calf.-based company said enabling contact center agents to navigate multiple apps and data sources as they attempt to assist customers has gotten increasingly complicated as they engage with businesses over multiple digital channels.
Automation Anywhere said the solution automates several important parts of live agent interactions including connections across multiple systems of record (e.g., CRM, payment history, authentications, etc.) so the agent has a complete view of the customer without resorting to placing them on hold. It also automates virtual agent interactions by collecting data enabling the handling of more complex inquiries.
“The last thing today’s leading brands want to do is ask a customer to ‘hold please,’ while service teams scramble to find account details, order history, or other information they need to quickly solve a customer problem,” said Mike Micucci, Chief Operating Officer, Automation Anywhere. “Our cloud-native automation platform works with all contact center platforms to connect data and automate manual processes, empowering agents to solve problems, faster.”