The contact center has gone through myriad shifts in focus over its tenure. In the early days of customer service, the call center – later dubbed contact center – was viewed as a cost center and not the customer engagement hub that it has developed into today.
Initially, the key focal point for businesses was increasing operational efficiencies. Over the years however, contact center solution providers became quite adept at doing so through the development of advanced analytic applications that provide insights into agent performance and workforce management.
Frost & Sullivan’s recent whitepaper, Robotic Process Automation: A New Era of Agent Engagement, shines light on one of the fastest growing contact center solutions, Robotic Process Automation (RPA), a software that incorporates technologies such as artificial intelligence (AI) and machine learning (ML) to automate routine, high-volume tasks that are sensitive to human error, and the benefits associated with its adoption.