Process Automation

Automating Quality, Compliance & Action

Interaction Recording Process Automation

Through leveraging the latest Artificial Intelligence (AI) and Machine Learning (ML) technologies, we are able to deliver smart process automation that enables you to automate quality management, ensure compliance and trigger workflows.

Our solutions extend far beyond simple interaction recording. We analyse each conversation and interaction to enable you to apply our smart tools and process automation to measure performance, assess against your best practices and alert your people to what is important to them.

Automated Quality Management, Compliance & Workflow

By intelligently transcribing every interaction, we are able to apply process automation to reduce the burden on your teams and to ensure quality, compliance and consistency across every conversation and transaction.

We are able to automate the process of quality management, utilising keyword, key phrase, and proximity analytics to assess each call and to accurately score agent performance and call quality across 100% of your interactions.

The same analytics are also applied against your policies to validate compliance. We can identify transactions where your policies have not been followed, detect signs of customer vulnerability and flag any potential inconsistencies or areas of concern.

Through defining your rules, processes and policies, we are able to consistently apply these across all interactions and to immediately trigger alerts to areas of concern and automate workflows that timely delivers the right information to the right people to follow-up.

KEY FEATURES:

  • Automated Quality Management
  • Compliance Analytics
  • Vulnerability Detection
  • Dashboards, Alerts & Workflow

KEY FEATURES:

  • Automated Quality Management
  • Compliance Analytics
  • Vulnerability Detection
  • Dashboards, Alerts & Workflow
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The Benefits of Interaction Process Automation

By combining interaction analytics with smart process automation, we can transform the way that organisations manage quality and compliance across their operations.

Reduce Manual Tasks – by removing the burden from managers and compliance teams of manually reviewing and analysing each interaction. We automate this process of inspecting each conversation and pushing only those that need to be reviewed to your teams.

Improve Quality – through leveraging process automation, we are able to review every single conversation rather than a small sub-set. This provides a far more holistic perspective on the quality of interactions and allows you to thoroughly manage quality and drive both improvement and consistency.

Ensure Compliance – through process automation we are able to meticulously analyse every single interaction and transaction. We can assess these against your compliance policies and immediate flag exceptions.

Streamline Processes – through automating alerts and workflows we are able to significantly expedite processes, delivering what is important and what requires action directly to the relevant people.

Want to Discuss How We Can Help?

We would love to share the types of process automation we can provide and how other organisations are utilising these smart capabilities to drive quality, performance and compliance.

Simply complete the form and one of our team will reach out to you.