https://community.blueprism.com/t5/Product-Forum/Contact-Center-Transformation-Vision-and-Ecosystem/m-p/38100#M19 Let's take a step back (out of the finite details of Service Assist) for a minute and take a bird's eye view of contact centers and potential for transformation.&nbsp; You could even call this "customer experience transformation" because taking a larger view shifts the focus to "How do I transform and optimize the experiences for my customers?" This then impacts and optimizes the experiences of the contact center representatives and the work that they do.&nbsp;&nbsp;<BR /><BR />Technology has changed the way that consumers interact with businesses and with eachother.&nbsp; New generations expect more innovation out of technology and want more options than just having to call a contact center to get things done.&nbsp; Some generations don't even like to talk on the phone and would prefer other means of communication for issue resolution.&nbsp;&nbsp;<BR /><BR />Our vision of Customer Experience transformation includes 3 areas of focus to channel communication from consumers to businesses.&nbsp;&nbsp;<BR /> <UL> <LI>Deflect customer requests by offering multiple channels</LI> <LI>Contain contacts within digital channels offering Self Service</LI> <LI>Engage contacts more efficiently in any channel</LI> </UL> <DIV class="media" style="overflow: hidden"> <DIV class="media" style="overflow: hidden"><span class="lia-inline-image-display-wrapper" image-alt="180.jpg"><img src="https://community.blueprism.com/t5/image/serverpage/image-id/397i845F918DBE0129B6/image-size/large?v=v2&amp;px=999" role="button" title="180.jpg" alt="180.jpg" /></span><BR />Within these areas of focus, Blue Prism has an ecosystem of Technology Alliance Partners (TAP; with assets on the <A href="https://digitalexchange.blueprism.com/site/global/home/index.gsp" target="_blank" rel="noopener" title="BP Digital Exchange">Digital Exchange</A>) to provide solutions that integrate with Blue Prism Digital Workers and Blue Prism Service Assist.&nbsp; These TAP partnerships shown in the top box below can be deployed on top of any existing contact center technologies (some examples shown in the bottom of the image below).&nbsp;<BR /><BR /> <DIV class="media" style="overflow: hidden"><span class="lia-inline-image-display-wrapper" image-alt="181.jpg"><img src="https://community.blueprism.com/t5/image/serverpage/image-id/400iC85A396883091E92/image-size/large?v=v2&amp;px=999" role="button" title="181.jpg" alt="181.jpg" /></span></DIV> <BR /><BR />This is by no means an exhaustive list and we are adding new partners and integrations regularly to allow the freedom of choice for Blue Prism customers.&nbsp; What areas are you focusing on for transforming the contact center or the customer experience?&nbsp;<BR /><BR /><BR /></DIV> </DIV><BR /><BR />------------------------------<BR />Rachael Smith<BR />Solution Engineer<BR />Blue Prism<BR />America/New_York<BR />------------------------------<BR /> Mon, 19 Jul 2021 01:11:00 GMT RachaelBurgon 2021-07-19T01:11:00Z https://community.blueprism.com/t5/Product-Forum/Contact-Center-Transformation-Vision-and-Ecosystem/m-p/38100#M19 Let's take a step back (out of the finite details of Service Assist) for a minute and take a bird's eye view of contact centers and potential for transformation.&nbsp; You could even call this "customer experience transformation" because taking a larger view shifts the focus to "How do I transform and optimize the experiences for my customers?" This then impacts and optimizes the experiences of the contact center representatives and the work that they do.&nbsp;&nbsp;<BR /><BR />Technology has changed the way that consumers interact with businesses and with eachother.&nbsp; New generations expect more innovation out of technology and want more options than just having to call a contact center to get things done.&nbsp; Some generations don't even like to talk on the phone and would prefer other means of communication for issue resolution.&nbsp;&nbsp;<BR /><BR />Our vision of Customer Experience transformation includes 3 areas of focus to channel communication from consumers to businesses.&nbsp;&nbsp;<BR /> <UL> <LI>Deflect customer requests by offering multiple channels</LI> <LI>Contain contacts within digital channels offering Self Service</LI> <LI>Engage contacts more efficiently in any channel</LI> </UL> <DIV class="media" style="overflow: hidden"> <DIV class="media" style="overflow: hidden"><span class="lia-inline-image-display-wrapper" image-alt="180.jpg"><img src="https://community.blueprism.com/t5/image/serverpage/image-id/397i845F918DBE0129B6/image-size/large?v=v2&amp;px=999" role="button" title="180.jpg" alt="180.jpg" /></span><BR />Within these areas of focus, Blue Prism has an ecosystem of Technology Alliance Partners (TAP; with assets on the <A href="https://digitalexchange.blueprism.com/site/global/home/index.gsp" target="_blank" rel="noopener" title="BP Digital Exchange">Digital Exchange</A>) to provide solutions that integrate with Blue Prism Digital Workers and Blue Prism Service Assist.&nbsp; These TAP partnerships shown in the top box below can be deployed on top of any existing contact center technologies (some examples shown in the bottom of the image below).&nbsp;<BR /><BR /> <DIV class="media" style="overflow: hidden"><span class="lia-inline-image-display-wrapper" image-alt="181.jpg"><img src="https://community.blueprism.com/t5/image/serverpage/image-id/400iC85A396883091E92/image-size/large?v=v2&amp;px=999" role="button" title="181.jpg" alt="181.jpg" /></span></DIV> <BR /><BR />This is by no means an exhaustive list and we are adding new partners and integrations regularly to allow the freedom of choice for Blue Prism customers.&nbsp; What areas are you focusing on for transforming the contact center or the customer experience?&nbsp;<BR /><BR /><BR /></DIV> </DIV><BR /><BR />------------------------------<BR />Rachael Smith<BR />Solution Engineer<BR />Blue Prism<BR />America/New_York<BR />------------------------------<BR /> Mon, 19 Jul 2021 01:11:00 GMT https://community.blueprism.com/t5/Product-Forum/Contact-Center-Transformation-Vision-and-Ecosystem/m-p/38100#M19 RachaelBurgon 2021-07-19T01:11:00Z