Robotic Process Automation: A New Era of Agent Engagement

"The benefit and beauty of RPA is that these virtual agents can accomplish multiple tasks—tirelessly, quickly and accurately—freeing up their human counterparts for more complex, high-value, and sensitive tasks that require human attributes such as emotional intelligence, reasoning or judgment."
- Nancy Jamison, Principal Analyst, Frost & Sullivan.

Across all industries, robotic process automation (RPA) workforces are improving organizational efficiency by offloading live resources, improving accuracy, maintaining compliance, and reducing costs. RPA acts as hidden glue that ties together many business processes, including the contact center—the heart of where the customer experience resides.

In this white paper, you will learn about:

  • Benefits of robotic process automation (RPA)
  • How RPA works and where to deploy it
  • RPA's role in customer service