Business process outsourcing (BPO) solutions provider Firstsource Solutions has launched First Smartomation, its proprietary process automation solution.
First Smartomation is offered as part of Firstsource’s suite of customer management solutions and is aimed at helping organizations integrate multiple systems, create new interfaces with automation and reduce complex processes.
The solution leverages non-invasive technology to integrate existing applications and systems to create a user-friendly interface that can be deployed across voice and non-voice customer service channels.
First Smartomation helps contact center agents access information associated with multiple products, services, systems, knowledge bases and pricing schemes from multiple sources to respond to customer queries in real-time. This helps improve customer experience, agent productivity, increases accuracy, improves compliance and reduces training time.
The solution has been delivered to a major US telecoms company providing networks to B2B corporate customers. It has been found to increase agent productivity by 200 percent and reduce costs by 67 percent, Firstsource said.