Robotics Process Automation - What It Is. What It Isn’t.
By Colby A. Clark
Contact Center Practice Leader
When we hear the terms “robotics” and “RPA” and “automation” our mind often goes to one end of the spectrum or the other. One side of the spectrum is – layoffs, downsizing, disposing of great talent. The other end of the spectrum is installing Rosie (you know…the housekeeper from the Jetsons) or C-3PO to take away jobs.
That is not the case at all.
Robotics Process Automation (RPA), according to UiPath, is “the technology that allows anyone today to configure computer software, or a ‘robot’ to emulate and integrate the actions of a human interacting with digital system to execute a business process.” And the reason organizations are realizing great benefit and lift by implementing this type of automation – robots never sleep and are always right!
VOX customers in the healthcare, retail, or manufacturing arenas are prime candidates for this type of technology.
Here are some use case examples by vertical:
RPA is a technology – not a product. Companies like UiPath, Blue Prism, and Pega Systems have developed products to leverage this type of automation technology. In the contact center space, Verint leverages AI to help back-office and front office (contact center agents) automated tasks to improve quality, reduce errors, and move manual work off employee’s daily process. In a contact center this means thousands of dollars that can be saved but not to mention the enhanced customer experience by empowering agents to focus on what matters.
UIPath (https://www.uipath.com) has recently announced that they pledge to train 750,000 Americans on RPA in preparation for the Automation First Era. UiPath launched its Academy and is offering FREE Advanced RPA Developer certification until 9/30/2019.
RPA is one of the fastest-growing segments of automation and Forrester estimates that by 2021, the RPA market will reach $2.9 billion. The impact of AI technologies on business is projected to bump up labor productivity by 40%. The AI era is upon is and it isn’t a drop in the ocean, it’s a tsunami, according to Ryan Hollenbeck, SVP Marketing at Verint.
Simply put – Robotics Process Automation can assist by filling in forms, looking up information, and entering data, to name a few. Any of the repeatable tasks, processes, or functions that contact center agents perform can be eliminated allowing agents to focus on the more important aspects of their customer interaction.
AI and Automation is not an IT initiative – it’s the future of work as we know it!!!
Now the hard part – what to call your robot? I can think of a few that are already taken!
Contact Center Practice Overview
Today's Contact Center environment is unique and formulating today's customer experience strategy is more complex than ever. Your Contact Center is the central point of interactions between your company and your customers. Industry leaders like yourself use Contact Centers to differentiate your business and improve your brand.
The ability to deliver a consistent, and superior customer service experience that encourages brand loyalty with your clients regardless of modality is more critical than ever. In this new digital age, your Customer Engagement Strategy paramount to your goals and objectives. Businesses must be able to deliver communication, anywhere, anytime, on-time via any device and any media, all while providing the same service level excellence they have become accustomed to using voice as a preferred mode of communication.
With over 250+ years of combined experience, the VOX Contact Center Practice helps our customers prosper by offering a variety of industry leading Solutions, Services, and Support Offerings. The VOX Network Solutions Contact Center Practice understands that the delivery of world class service is rarely achieved without understanding that from a Contact Center perspective that truly, "The Devil is in the Details."
Meet our Team
Chanley Geveshausen - Vice President Customer Experience
Mr. Geveshausen comes to VOX with more than 30+ years of contact center experience. Mr. Geveshausen is considered to be one of the "Pioneers" in the Contact Center industry. Beginning his career with Wats Marketing of America in Omaha, NE, and subsequently West Corporation Mr. Geveshausen has led Contact Center Operations and Implementation teams supporting 24x7 outsourced service centers handling upwards of 450,000 calls per hour both inbound and outbound. Chanley has also held executive level positions with Windstream, Cerium Networks, Avaya, Lucent Technologies Bell Labs and AT&T.
"Bringing Industry leading Contact Center technology to life by applying it to a customer's business is paramout for the VOX Contact Center Practice. My Mission is to ensure our team is staying ahead of the technology we consult, architect and support at all times to ensure we are your trusted advisor every step of the way."
Renee Gut - Director Contact Center Solutions
Ms. Gut provides overall direction and support to the Contact Center Practice while providing VOX Network Solution customers with expert level consulting, as well as development of new solution and services offerings to enable business outcomes that enhance Customer Experience. In the span of her 25+ years career, Renee Gut has occupied a number of contact center executive level positions. Prior to joining VOX, Renee Gut led the Contact Center team at Carousel Industries and successfully ushered the Cisco Enterprise Contact Center practice to fruition. Renee also served as Contact Center Practice Leader at Windstream’s Integrated Solutions Group, as well as other management and executive level roles across Avaya, Lucent Technologies, and AT&T.
"Contact Center technology is the fabric of our existence, it is my mission to ensure VOX is equipped with Industry leading solutions, so that we can provide you as a client the business outcomes you seek on a daily basis."
Colby Clark - Contact Center Practice Leader
Mr. Clark has over 20+ years of Contact Center Consulting and Implementation Delivery. Colby has held consulting, operations and business analyst positions, for 24x7 Operations at Bank of America, Avaya and Carousel Industries. Colby's experience across a variety of Contact Center platforms and industry verticals provides our customers with a trusted advisor at every turn.
Colby's patience with customers and his hands on approach is valuable to our clients, he continues to bring customers forward on their use of their technology on a daily basis.
"As a Contact Center Specialist at VOX it is my mission help customer's Prosper by applying technology to fit their existing operations v.s. making their operation fit the technology."
Cindy Giertych - Manager Professional Services
Ms. Giertych comes to VOX with more than 30+ years of contact center experience. Her team includes Contact Center Engineering and Implementation Services. This collection of highly technical group members encompasses a knowledge base that represents the ‘applied brilliance’ that VOX Network Solutions has come to represent. Cindy has extensive expertise with software design and programming gained from over 20+ years in the telecom industry, deploying communications solutions that cover a full range of industry standards including VoIP, contact center, and global network designs.
"My mission is to ensure the Solutions and Services we fulfill are engineered and applied with the utmost confidence of our customers. Our Team specializes in ensuring your confidence in the reliability and integrity of the solution we deploy."
Darrell Thompson - Managing Consultant
Darrell Thompson has over 35+ years experience implementing Contact Center technology, across Cisco and Avaya Contact Center Platforms. Darrell provides expert scripting and workflow logic validation services to VOX Network Solutions Customers. As a routing specialist Darrell assist's clients in best practice recommendations and consolidated scripting across a variety of technology platforms.
"Taking a customer engagement strategy and bringing it to life through Contextual Routing applications is key, my goal is to assist customers in the evolution of their workflow planning."
Linda Paskey - SDS/Contact Center
Ms. Paskey has over 30+ years of Contact Center Consulting Experience, serving as an advanced Contact Center. Implementation and Training Specialist for AT&T, Lucent Technologies, Avaya, Cerium Networks and Windstream. Linda and her team provide advanced level Advisory services for our customers to ensure their applications are applied to their business. Linda has been instrumental in the deployment of hundreds of Contact Centers around the world.
"In my role as a Contact Center advisory specialist, it is my job to help customers on their day to day tasks, assist them with the use of the technology and ultimately how to apply it to their business."
Elaine Flores - SDS/Contact Center
Ms. Flores has over 20+ years helping customers excel in technology, from the start of her career Elaine has always made customer service her utmost priority. In helping VOX Network Solutions implement Cisco and Avaya/Nortel platforms Elaine is a pivotal part to our Software Design and Services team. Elaine and her team provide expert implementation and support services to VOX customers across a variety of verticals.
"Customer Service is #1 at VOX, we aim to exceed expectations no matter how small or large the project is. Every Client Matters"
Susan Curry - SDS/Contact Center
Ms. Curry has over 20+ years of application programming and engineering experience. Ms. Curry and her team provide VOX Customers with an expert sounding board for upgrade approach, and implementation planning. Susan provides implementation and solution support across Cisco and Avaya/Nortel platforms. Susan's expert implementation and planning advice serve to create "best in class" implementations and upgrade support.
"Serving customers has always been a priority, but providing them best practices that help navigate them around the pitfalls is where our customers best leverage our implementation experience and talent."
Teresa Schwarz – Workforce Optimization
Ms. Schwarz provides customized consulting services to help clients achieve maximum return on technology investments while retaining and developing their valued human resources. As an expert in Contact Center operation analysis, Ms. Schwarz is a pivotal member of our VOX Advisory Services line as it relates to Contact Center and Workforce Optimization. Prior to VOX Network Solutions Ms. Schwarz, was responsible for Performance Management for Bodybuilding.com and Blue Cross and Blue Shield of Idaho.
"You can't manage what you can't measure, and performance management of your key resources your staff is pivotal in today's do more with less economy. VOX can show you how."