The digital experiences of customers and employees across the front to the back-office are set to be transformed with TrustPortal’s HyperAutomation platform.
TrustPortal’s capabilities are already being proven to transform ways of working within organisations including Telefonica, MetLife and EDF, with unmatched ease, speed and scale. Telefonica Spain is using TrustPortal’s platform across its 12,000-seat contact centre to achieve 50% faster service completion times and 30% cost reductions – while accelerating even greater work performance, quality, value and +5 Net Promoter scores.
Telefonica is now looking to deliver wider-scale digital services transformation for customers and employees, even higher productivity and further service innovations. TrustPortal is helping other organisations to deliver end-to-end process digitisation within multi-channel contact centres, shared services and BPO, and employee self-service and back-office.
TrustPortal’s HyperAutomation platform enables all tasks within any end-to-end work process to be optimally performed by the best ‘workers’ and tools; people, multi-vendor robots, AI and digital tech. These workers and tools are intelligently orchestrated to seamlessly interact in real-time as super resources, capable of transforming end-to-end, digital services, of any complexity and business function, across multiple channels – hugely simplifying and enhancing employee and customer interactions.
These capabilities are immediately available to employees via dynamically generated digital interfaces, at all stages of an end-to-end process – across every channel including IVR, telephony, email, SMS, websites, mobile apps, chatbots. Customers can also experience transformed services by self-serving through any digital channel – via dynamic digital interfaces with simple robot-guided interactions. Transformed end-to-end processes can be delivered to everyone, in any location, using any device: allowing home and mobile working, for any process – regardless of existing constraints.
Chris Lamberton, TrustPortal’s CEO said, “Our mission is to transform the digital experiences of employees and customers. To meet these challenges, we’re advancing HyperAutomation’s capabilities to augment employees in the front – and back-office – while providing digital self-service capabilities. This will remove the huge workloads from traditional contact centres and back-office staff: who are all operating under incredible pressure – while driving huge improvements in productivity and customer satisfaction.”
Here’s an example of how TrustPortal’s platform can transform employee and customer digital experiences across the contact centre.
A customer interaction via IVR activates multiple robots to gather information from multiple systems, and robots dynamically generate agent-friendly interfaces from this information dynamically adapted for the specific customer’s needs. All of this is instantly performed before the call is transferred to an agent. So instead of the agent spending minutes working across multiple systems, robots immediately provide them with deep “Customer 360” insights. Contextual “Agent Assist” AI also helps agents to swiftly solve any issue, while robots perform further checks – while providing agents with next best interactions and upsell/cross-sell opportunities.
Lamberton adds, “So now typical a process involving too much call waiting, re-providing information and lots of manual form filling is now completed on average 50% faster. Even complex processes can be completed in minutes – rather than hours or even days. With TrustPortal, hugely productive employees can provide fast high-quality services using a single system – requiring minimal training and without stress. Delighted customers are served efficiently and receive a consistent, interactive and accessible experience.”
TrustPortal’s ‘out of the box’ platform is no-code, it’s very quick to implement and can be securely embedded into existing ways of working, regardless of legacy IT environment constraints – so organisations start delivering better work, smarter: with unmatched ease, speed and integrity.
Lamberton, adds, “We’ve been in long-term stealth mode ensuring that our capabilities are proven and evolved by playing a central role in delivering mission-critical digital services, that translate into hugely valuable ‘digital experience transformation’ for customers and employees, across the front to back-office: generating ROI in months – not years. With TrustPortal, transformed digital services that would take IT programs and vast teams months to complete, can now be achieved in weeks – and at only 10% of the cost of existing automation approaches that only partly transform digital services.”
About the Author
Chris Lamberton, CEO of TrustPortal, is a work transformation veteran: of 30
years. Before joining TrustPortal, he built front-office and digital
transformation teams at IBM, Accenture, PwC and Deloitte. He also started
and built EY’s award winning, global, 2000-person Robotic Automation
practice. He’s now passionate about helping organisations work better,
smarter using advanced hyperautomation.
TrustPortal is a UK HyperAutomation pioneer aiming to transform the digital experiences for millions of employees and customers across the globe. The catalyst is TrustPortal’s highly advanced enterprise HyperAutomation platform, which is the first to intelligently augment and orchestrate people, robots, digital and AI in real-time: to deliver better work, smarter across the back to front-office and beyond – with unmatched ease, speed, scale and security.
Since 2017, TrustPortal’s patented technological capabilities have been consistently proved and evolved by playing a central role in mission-critical digital work transformation initiatives across the world’s biggest and brightest including Telefonica, MetLife, IBM and EDF. Supporting TrustPortal is a growing open ecosystem of technology vendors including Blue Prism, UiPath, Automation Anywhere, Salesforce, ServiceNow, MS Dynamics, IBM and best of breed global resellers. https://www.trustportal.org