Firstsource announces the launch of First Smartomation
First Smartomation leverages non-invasive technology to integrate existing applications and systems to create a user-friendly interface that can be deployed across voice and non-voice customer service channels. First Smartomation can be positioned on any backend system to create a user friendly interface that shortens processing and interaction times and improves productivity.
“Contact center 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. 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.” said Ram Mohan Natarajan, Senior Vice President, Business Transformation, Firstsource Solutions.
Delivered for a major US telecoms company providing networks to B2B corporate customers, First Smartomation increased agent productivity by 200% and reduced costs by 67%. 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.