Contact Center Transformation Vision and Ecosystem

[RachaelBurgon]

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.  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.  

Technology has changed the way that consumers interact with businesses and with eachother.  New generations expect more innovation out of technology and want more options than just having to call a contact center to get things done.  Some generations don't even like to talk on the phone and would prefer other means of communication for issue resolution.  

Our vision of Customer Experience transformation includes 3 areas of focus to channel communication from consumers to businesses.  

• Deflect customer requests by offering multiple channels
• Contain contacts within digital channels offering Self Service
• Engage contacts more efficiently in any channel

Within these areas of focus, Blue Prism has an ecosystem of Technology Alliance Partners (TAP; with assets on the Digital Exchange) to provide solutions that integrate with Blue Prism Digital Workers and Blue Prism Service Assist.  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). 

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.  What areas are you focusing on for transforming the contact center or the customer experience? 

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Rachael Smith
Solution Engineer
Blue Prism
America/New_York
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