Automation Services

Our Automation Technology and Services are focused on automating tasks in-front, alongside and behind agents; helping to serve customers better.

By implementing our Automation Services, you will benefit from improved SLAs (service-level agreement), increased customer satisfaction and reduced cost per contact.

Proven Business Scenarios

  • Replacing traditional IVRs with speech IVRs (Interactive Voice Response)
  • Implementing Self-Service scenarios using speech AI to reduce the volume of calls routed to contact centres
  • Automating low value contacts on digital with Chatbots or Mailbots
  • Automating repetitive tasks using attended and unattended Robotic Process Automation
  • Leveraging machine translation to overcome languages constraints
  • Automating call categorization and logging to reduce AHT (average handle time)

A large portfolio of technology and partners

  • A mix of in-house technologies (Telecats, Pitech+) and third-party solutions, but always leveraging latest technologies.
  • Customizable scenarios tailored to fit your business process
  • Machine translation technology (Polyglot) to enable innovative operating models
  • Coverage across multiple languages and industries

End to end solution management

  • Centres of excellence with certified solution experts
  • 500+ IT specialists building and running solutions

Talk to us today about our automation services.

20%

OF INTERACTIONS BETWEEN A CUSTOMER AND AN ADVISOR CAN BE AUTOMATED

Up to45sec

OF AHT REDUCTION OBSERVED THANKS TO AUTOMATION IN THE CLIENT/ADVISOR CONVERSATION

Up to30%

OF COST REDUCTION BY IMPLEMENTING MACHINE TRANSLATION TO COVER EXPENSIVE OR LANGUAGES THAT ARE DIFFICULT TO SOURCE

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