Service Assist

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Contact Center Transformation with Genesys and Blue Prism

  • 1.  Contact Center Transformation with Genesys and Blue Prism

    Posted 07-26-2021 02:00
    Genesys® is one of the global leaders in  contact center solutions delivering more than 70 billion customer experiences with 10 of millions of agent seats for organizations in over 100 countries. Genesys is one of the incumbent players in this space along with Avaya, Cisco and others. Genesys has a broad portfolio of on-premises and cloud-based solutions providing omni-channel experiences. They have embraced automation and AI and are intent on continually develop their solutions to drive personalization at scale, enabling agents to interact with efficiency and empathy, and foster customer trust and loyalty.  

    It is in this context that Blue Prism with its purpose-built contact center solution in Service Assist, as well as its  intelligent automation platform and integrations with various core enterprise platforms (Salesforce, Splunk, ServiceNow, BMC, etc) deliver complementary value to Genesys solutions and its ecosystem within enterprise environments. 

    Blue Prism and Genesys have recently inked a strategic technology partnership and we have built over 67 integrations to Genesys Cloud and in the process of certifying these integrations to make them available to the customers ASAP. A Genesys Solution Brief will also be available that describes the joint value proposition, the use cases and the benefits to customers. All collateral will be made available on the Digital Exchange in August 2021. 

    Satish Shenoy
    Technology Alliance Partners

Welcome to the Service Assist Community!

The community for Contact Center and other Front Office RPA discussions. This community is focused on helping you to get the most out of Service Assist and solving your business challenges. Please feel free to ask questions, share your experiences, and get stuck in!

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Service Assist is a highly secure, scalable enterprise automation solution designed for contact centers. The solution provides a complete automation layer inside your contact center ecosystem. It is enabled by the Blue Prism Digital Workforce – a pool of software robots that act as digital assistants to contact center agents and virtual channels, accelerating end-to-end digital customer service. Digital workers seamlessly communicate with agents, back office systems and across chatbots, web forms, IVRs and other CX tools to accelerate customer interactions. The agents are also provided a 360-degree view of the customer across multiple channels and interactions. With Service Assist, your agents can view the most updated information in one place, make sound and strategic decisions, and delegate the task to the digital worker for completion.
Many, or almost all, current suppliers have a per agent or service worker price. This is called “per desktop pricing”. But RPA digital workers are not talking to end user customers and serving them. Why should they be priced on a per desktop basis? This is like paying agents based on the number of end user customers of the business. In a B2C businesses, this will quickly become a very large number. Blue Prism Service Assist digital workers have no per agent desktop price. They are priced based on the number of digital workers and that is a function of how much work needs to be done. This is a much more friendly pricing model as the size of the service force gets larger or as the customer scales up their solution.
Please contact your Blue Prism sales representative for more information on Blue Prism Service Assist.
Service Assist 2020.2 is compatible with Blue Prism versions 6.7, 6.8, 6.9 and 6.10.
Known issues for the latest version of Service Assist can be found here.
Service Assist requires a paid license to run. For a trial or demo, please get in touch with our sales team.
More information is available on the Service Assist portal page and in the online help.

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