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BPO solutions company Firstsource today launched process automation solution, First Smartomation, aimed at enabling businesses integrate multiple systems and create interfaces with automation to reduce complex processes and reduce operational expenses.
With addition of the desktop automation process to its customer management solutions, the Mumbai-based firm is targeting companies in the US, the UK and India in the BFSI, telecom and healthcare space.
"Contact centre agents today are required to access information associated with multiple products, services, systems, knowledge bases and pricing schemes from multiple sources to respond to customer queries in real-time," Firstsource Senior VP (Business Transformation) Ram Mohan Natarajan told PTI.
By consolidating processes, First Smartomation improves customer experience, agent productivity, increases accuracy, improves compliance and reduces training time, key challenges for any executive with a customer remit, he added.
"We had delivered this solution for a major US telecom firm, which provides networks to B2B corporate customers. It increased agent productivity by 200 % and reduced costs by 67 %," Natarajan said.
From using an order validation process with 4 discrete systems, 432 manual steps and 96 validations, First Smartomation allowed quick and simple access to the data.
It facilitated an average transaction processing time from 45 minutes to 10 minutes and also improved data accuracy from 85 % to 99.9 %, as the customer service agent no longer had to move information across multiple systems.
Firstsource's new solution set commenced with the launch of First Customer Intelligence (FCI) in January 2013 followed by First Chat in June 2013, he said.
These new sales and service solutions allow Firstsource to commit to cost reduction, service improvement and rapid revenue growth, Natarajan added.
