Xerox Releases Robotic Process Automation for Contact Centers



Xerox is enabling accelerated adoption of robotic process automation (RPA) services with the latest expansion of its automation portfolio that includes contact center software.

Automation has reached an inflection point in the business process outsourcing (BPO) industry where mature automation tools are now readily available to redesign routine, manual tasks---such as data entry---roles typically performed by humans who can now be re-deployed to higher value roles.

As more clients seek to accelerate their adoption of automation tools, Xerox’s new, packaged offerings enable faster deployment, scalability and time to value.

The first tools of the automation package are being provided as part of the Xerox ClearSight suite of products and include:

  • Xerox ClearSight Case Management: This robotic software controls the business process workflow plus what the users see on their computer screens, creating a fully-integrated product that can be deployed in various industries. For example, this software application can be used to train customer care agents and to help respond to callers’ inquiries. The application eliminates the need for extensive agent training on where to find the answers to common customer inquiries.

    When handling a call, the application knows where to retrieve the correct information while recording and logging information from the entire call for future calls. This tool organizes information by topic and delivers it to the agent’s touch screen as an icon for easy access. Agents can focus on callers instead of multiple software and legacy applications. Xerox developed this general purpose software to mimic human actions by routing or processing data based on specific rules. The software works with any data source (i.e. emails, spreadsheets) and can be programmed to perform simple routines to complex processes.

    This software creates a user interface or communication link that can read data entering a specific process through a business app, Web app or contact center and can direct the data to the appropriate application or process.
  • Xerox ClearSight Automated Intelligence: Xerox developed this general purpose software to mimic human actions by routing or processing data based on specific rules. The software works with any data source (i.e. emails, spreadsheets) and can be programmed to perform simple routines to complex processes. This software creates a user interface or communication link that can read data entering a specific process through a business app, Web app or contact center, and can direct the data to the appropriate application or process.

Sue Watts, chief operating officer, Xerox Global Capabilities, said Xerox is embedding automation tools throughout its portfolio to support its full line of business, from customer care centers, to finance and accounting processes to the healthcare sector. The company previously announced the benefits of workflow automation on its managed print services when it unveiled Xerox managed print services and workflow automation services.

“Xerox has long been a leader in process automation, supported with hundreds of client engagements and many decades of R&D. We’ve now made this experience more accessible and available for mainstream deployment across multiple industries,” Watts said in a statement. “Automation will drive profound change in how business processes are conducted while delivering tangible benefits, ranging from scalability to accuracy to cost.”

Automation tools are already being applied with several clients, including:

Horizon Healthcare Services: 
To improve the accuracy of claim transactions for New Jersey’s oldest and largest health insurer, Xerox Automated Intelligence was used to make enhancements to the claim coding system, which helped to minimize errors and achieve an accuracy rate exceeding 98 percent.

State of New Mexico Medicaid: 
The Xerox Case Management software was introduced to the customer care center that receives calls from Medicaid beneficiaries. The tool allows customer care agents to focus on callers’ inquiries and concerns rather than administrative tasks such as documenting the details and background for the inquiry.

“Our focus on automation will allow us to deliver improved productivity, expanded margins and efficiencies to client operations while allowing staff to be redeployed to pursue creative and innovative solutions to business challenges,” Watts said. “We’re integrating robotic tools with human users so they work side-by-side, and that changes how work is done.”

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Xerox has announced plans to split into two companies, with one portion remaining as Xerox and the other becoming Conduent, a business process outsourcing company that will offer solutions for customer service as well as other areas.

Posted June 24, 2016