Business Process Automation

Business process automation, or BPA, uses software and other tech solutions to make business operations cheaper and more efficient. BPA also makes things easier for customers. You take care of their issues and don’t keep them waiting for a human being to help with their problem.

Examples of BPA working to serve customers include:

  • When a customer calls into your call center, instead of waiting for a live agent, they interact with an interactive voice response (IVR) system that greets the customer, identifies their problem, and decides on the best course of action.
  • To analyze call center interaction, use an associate assist to monitor every call and automatically record the call’s length, topic, and ultimate resolution for you to review.
  • Many customers ask predictable questions about a new product. You can ]offer digital channels (e.g., digital messaging) to automate responses and program your call center’s IVR to play a recording that addresses these topics.
  • If you are in a business that requires reminding people of upcoming appointments. programming an SMS text messaging system to automatically send out reminder texts will save time and help your customers keep their appointments.

Many different types of programs and software make business process automation possible. Depending on your industry and needs, you may want to consider these options:

  • Associate assist is a program that provides call center agents with customer information so they can make relevant suggestions, record all interactions, and better solve issues
  • An automatic call distribution system (ACD) monitors live agent availability and instantly sends customers to the first available agent
  • Artificial intelligence (AI) systems use the phone (via IVR) and other digital channels (like text messages and chatbot conversations) to respond to customers

OutPLEX offers clients complete business process automation tools and services. We ensure technical difficulties and downtime are kept to a minimum and speed the adoption of new technologies by:

  • Choosing or designing the right software, ensuring it is compatible with your already-installed systems
  • Installing software quickly in hours or days
  • Providing 24/7 tech support to deal with glitches and technical issues as they arise
  • Selecting and rapidly deploying the right team members to collect and analyze data, troubleshoot, design conversations for AI systems, and much more

To get a free quote from OutPLEX about our business process automation solutions, call 1.866.531.5773 or visit us online.

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