Our client is the market leader in contact center robotic process automation (RPA). The patented platform delivers a proven approach for automating currently manual management processes. Through automation, the company enables contact centers to effectively reduce cost and increase employee engagement in industries including financial services, telecommunications, insurance and healthcare.
The client is the only contact center automation solution that dramatically increases business call center’s efficiency while improving both agent engagement and the customer experience. Their powerful technology acts as an automated manager for contact center agents with rules that are triggered in real-time by their customers actual service level conditions. The result is increased productivity and a highly measurable return on an investment, with typically a 2x payback in the first year and a 3-5x return in subsequent years. The company is powering over 1 billion automated actions annually and has saved our customers over $140 million in the past 2 years, all while improving agent engagement and the end-customer experience.
Project consist of multiple development teams working on new functionality of all areas of application. BA team works on requirements for all the teams covering the whole application, with the dependencies existing.