The Business Case for RPA and Chatbots in Contact Centers

15 Dec 2017

Digital transformation of customer experience has become one of the main strategic objectives of enterprises today. As a result, the Contact Center Outsourcing (CCO) market is set to witness disruptive changes in the range of solutions and business models. Enterprises are increasingly looking to leverage solutions such as automation, analytics, and omnichannel services to deliver a differentiated customer experience.

Service Delivery Automation (SDA) solutions such as Robotic Desktop Automation (RDA), Robotic Process Automation (RPA), and chatbots can provide multiple benefits for contact centers such as increased process efficiency, agent productivity, customer satisfaction, and reduction in the Total Cost of Operations (TCO). Hence, enterprises are now looking to pivot toward adopting automation solutions in their contact center operations. To make prudent automation investment decisions, enterprises need to be aware of the related investments, key cost components, and the financial impact of automation solutions on their TCO.

The scope of this report includes:

  • Introduction to SDA and evolution of SDA solutions in CCO
  • Business case for adoption of RDA, RPA, and chatbots in contact centers
  • The typical SDA adoption journey for enterprises
  • Case studies of enterprises currently adopting SDA to improve customer experience, along with key learnings
  • Key implications and call-to-action for service providers and enterprises


Contact Center Outsourcing

Service Optimization Technologies (SOT)


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