The UK Contact Centre Decision-Maker’s Guide 2020–21: The Agent Desktop Automation Chapter

Contact Center Agent Automation

In 2020, ContactBabel conducted a large-scale research survey of over 200 UK contact centres. The Agent Desktop Automation Chapter is part of the report that discusses the findings and insights. Throughout the study, a consistent message is the survey respondents’ need to integrate processes and systems, providing up-to-date and accurate view of performance and issues. Yet the tools provided for the agent and their management have often been added piecemeal, requiring bespoke or partial integration at each step, growing the level of complexity to such an extent that the full potential of the solution is never fully realised.

Only with a truly integrated solution – from the customer, through the agent, into the back office processes and back again as required – can an accurate level of performance and identification of requirements be truly achieved.

In this whitepaper you will learn:

  • How Robotic Process Automation (RPA) has been used to simulate end-user behaviour and streamline processes
  • Why many processes are poorly suited to the use of RPA
  • What do Desktop Integration Platforms introduce to the agent experience and workflows automation.


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