RPA/RDA

Robotic automation processes and workflows with guided intelligence help agents meet—and exceed—customer expectations.

 

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A marvelous marriage of man and machine.

Intelligent automation isn’t just about technology—it’s about what technology enables our people to do. Discover the advantages of Robotic & Cognitive Automation (R&CA), and transform your Customer Experience through process reengineering and automation. These solutions help integrate, unify and transform processes, leading to happier agents, happier clients and—most importantly—happier customers.

Agents solve issues faster and handle with near-perfect accuracy

Free up agents and significantly reduce Cost of Service delivery as repeatable tasks are automated

Customer experience is enhanced as agents efficiently and accurately manage complex interactions

Robotic Process Automation (RPA)

Letting the robot take responsibility.
 
With RPA, manual and automated bots deliver intelligent business decisions—via data analytics and machine learning algorithms—in a fraction of the time with complete accuracy. Simply put, RPA is workflow automation—similar to creating a macro in Microsoft Excel® to repeat a task. Utilizing RPA, you can identify discrete clicks, screens, tasks and decisions that can be automated—no matter how small or simple.

 

  • Increase efficiency and allow agents to focus on more complex work by automating highly repetitive, rule-based business processes
  • Because RPA sits on top of your existing infrastructure, it can be implemented within weeks without complex systems integrations
  • Deliver a consistent, high quality and compliant customer experience

Results you can measure.

99%

Reduction in errors (near-perfect process handling) for an energy provider

40%

Decrease in AHT for a telecommunications provider

90-days

Or less implementation of RDA solution for a large energy provider

30

Screens of data consolidated into a single agent console

Robotic Desktop Automation (RDA)

Discover a more efficient workflow.
 
RDA consolidates data from multiple screens into a singular view, and, with minimal contextual awareness, allows agents to quickly access, collate and analyze various data sets, and easily respond to customer requests in real-time. Alorica’s proprietary desktop automation software—Systems IntegratorTM —can be paired with most client systems.
 

  • Consolidate systems and screens for faster handle times and improved CX
  • Reduce time, effort and inaccuracies due to data output variation
  • Improve data integrity and reduce compliance issues
  • Increase agent effectiveness, accuracy and proficiency

Results you can measure.

$18m

Annual cost savings by automating manual transactions for a telecommunications provider

150

Robots processed millions of transactions each year

450

Full-time employees moved to more complex, higher value work functions

4-8 weeks

Time to automate a process...and realize ROI in as little as 3 months

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Your business has unique customer management needs. See the difference a personalized solution can mean to your customer retention, satisfaction, and bottom line.