What is the APA Solutions Suite?

The Advanced Process Automation suite enables you to design and implement how agents (customer service representatives) handle the dynamics of complex and unpredictable customer interactions in real time. It enables you to guide your team of agents through the intricacies of their conversational interaction with customers, while presenting the relevant information, verbal scripts, and application windows to agents.

Advanced Process Automation runs in the background while your customer service team goes about their usual business. Callout windows pop up and offer guidelines and/or application access when the conditions defined in an organization's rules are met, for example, when a customer's balance is under a specified limit or a repeat customer is on the line. Advanced Process Automation can even automatically interact with an application as if a human was doing so, for example, to open an account or cancel a transaction.

The consistent across-the-board implementation of Advanced Process Automation behind the scenes ensures that your team can respond quickly to real-time goal changes and to adapt actions accordingly. It enables you to simultaneously incorporate both business and operational objectives in each interaction.

Real-Time Designer enables organizations to achieve their objectives by designing how each customer interaction should be handled. It enables you to:

Design the what, how, and when recommended advice regarding Agent actions is displayed. Real-Time Designer enables you to design personalized, context-sensitive callouts (popup windows) throughout every customer interaction and across any platform. These callouts provide interaction guidance directly to your customer-facing agents or to your customers.

Design how Advanced Process Automation utilizes intelligent information extraction to access any data source, including real-time screens, with a minimal GUI-based integration effort. Advanced Process Automation is unique in its ability to provide callouts by intelligently combining real-time interpretation of an interaction in progress with historical data sources so as to form a complete, real-time understanding of the customer's and the organization's changing needs.

Utilize the real-time interaction rules engine that Advanced Process Automation employs to align customer interactions with business objectives. The circumstances surrounding customer interactions are constantly in flux, often placing your organization's operational or revenue objectives at direct odds with the reasons that prompted your customer to enter an interaction. The Advanced Process Automation rules engine is specifically designed to allow your organization to flexibly adapt to the individual needs of any number of interactions.

Advanced Process Automation adds dimensions to the objective of improving the customer service provided to your customers and to the bottom line of you organization. Whereas other customer care applications focus on the customer only, Advanced Process Automation analyzes the agent's behavior, the customer, the interaction environment (for example, call length, call waiting time, number of calls waiting, time of day), KPIs, and revenue rules to find the optimal tipping point for making decisions.