Robotic Process Automation (RPA)

Fuel Operational Excellence with AI

Automate Routine Tasks and Accelerate Processes with RPA

We understand the true value that robotic process automation (RPA) brings to an organisation. When integrated with solutions to automate routine tasks quickly and efficiently, RPA delivers and optimises CX fuelled by operational excellence. However, the real value lies in understanding how to implement RPA to address business challenges.

Benefits of Robotic Process Automation (RPA)

  • Cost Savings – Automating tasks to deliver efficiencies and costs savings, including self-automation tools.
  • Quality & Accuracy – Lower operational risk by automating processes and systems to reduce human error and delivering high-quality products and services.
  • Complement Current Systems – No need to replace current IT systems as RPA can integrate to enhance outputs.
  • Cycle Time – Create immediacy in customer interactions with automated engagement tools.
  • Employee Productivity – Support the workforce and ensure employees are spending their time on more engaging and less repetitive tasks.
  • Customer Satisfaction – Deliver consistent, high-quality services, automating to deliver fast service and focus agents on what matters most.

Sitel® Process Automation successfully leverages RPA in five straightforward steps.

Evaluate

  • Perform opportunity assessment
  • Calculate complexity levels
  • Map the business benefits

Document

  • Document as-is processes
  • Identify business rules
  • Gather functional and non-functional requirements

Ideate

  • Identify wastes in process
  • Perform SCRAPE exercise
  • Document to-be process and prepare PDD

Automate

  • Develop bot
  • Perform UAT
  • Go live

Orchestrate

  • Monitor bot performance
  • Train team on bot and handover
  • Manage change requests
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