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Unified Customer Engagement Hub Blog

Get insight, news, best practices, and other opinions on trending, industry leading, and other technology topics.

The Evolution in the USE of Process Workflows

Traditionally, workflows have been way a to present simple information in an organized and logical manner. They are very helpful in communicating the structure of a complex system or an organizational hierarchy. However, that is all they do; statically display visual information to another person.  One of the main goals when originally developing the SpiceCSM Process Workflows was to be able to present complex and dynamic information. We wanted to give users with a specific skill set the ability to convey their knowledge to a large number of less skilled users in a structured, dynamic and logical way. Additionally, we needed the ability to import data into the process so that the less skilled user did not have to use a separate system to look up information. Those original requirements gave the process workflows an enormous amount of power and flexibility. As the years passed, we saw the way processes were being used had evolved in ways we had never imagined when originally designing the SpiceCSM Process Workflows.

Process Automation: Robotic vs. Intelligent

  When looking for a process automation solution it is easy to get caught up in the hype around Robotic Process Automation (RPA). But when you really examine the options available it is clear that standard RPA solutions don't even come close to competing with Intelligent Robotic Process Automation (iRPA).

Simplifying Robotic Process Automation

Are you confused by all the hype around Robotic Process Automation?  Do you have nightmares of Alexa taking over your workplace and having to slowly shut her down like Hal from 2001: A Space Odyssey?  Yet, according to Harvard Business Review ““A recent survey indicates that about half of the S&P 500 will be replaced over the next 10 years, a generational change that we call “disruptive change.””  Businesses are scrambling to re-invent themselves or face the threat of “uberization” of their respective industries.  As you seek out a way to adopt technologies that will enable you to transform your business like Robotic Process Automation, consider 3 guiding principles to align your endeavors for success.

Robotic Process Automation in the Contact Center

The advancement of technology has brought with it many great benefits for those who operate and manage call centers. Technology allows for the automation of some tedious and repetitive processes that take valuable time away from phone representatives.

  • 3 min read
  • 4/1/15 7:40 PM

What Leads to the Most Effective Automation of a Business Process?

Every day, more human workers are displaced by robots, computers, and other cost or labor saving devices that make business process more efficient while also reducing opportunity for human error. Despite this automation, many companies end up investing more time and labor to fix an automated process than they may have spent by just continuing to employ our friends and neighbors. I would say that the most beneficial, efficient, and cost effective automated processes can be directly attributed to a mastery of the process at hand by the human workers that are being displaced.

  • 2 min read
  • 7/1/12 8:46 AM

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