Solution Brief
Enrich the Usefulness of Your Systems and Data
Unified Desktop Integrating all Processes, Systems, Channels, and Knowledge Bases – empowering agents to more efficiently, effectively, and accurately handle each customer.
Business Value
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70% AHT Improvement
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40% Cost to Serve Reduction
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30% Reduction in product licensing costs
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40-50% Reduction in FTE’s needed to provide the same service
Challenges
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Help desks are fragmented – labor costs are high and there are many manual tasks involved in completing tasks
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Agents must learn client tools every time they transition to a new client – increasing time to market
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Agents are tied to one deal, increasing the cost to serve including tool licensing
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Agents log into multiple systems for ticket resolution – leading to high AHT
- Client-level desks support procurement with 2-3 FTE’s
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Objective
Agents are tied to one deal, increasing the cost to serve including tool licensing.
Agents log into multiple systems for ticket resolution – leading to high AHT.
Solution
A single, unified view/UI for agents of all clients so that they can easily navigate and perform day-to-day tasks – it will eliminate the need to log into different client ERPs/various applications.
Invoice Processing
Agents can both view and navigate multiple applications within a Single Browser Window – including client facing applications like SAP via Citrix VDI. From here, machine assisted human actions can be performed in the same Single Browser Window using RPA.
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Agent copies invoice / PO number from ServiceNow to client facing SAP – the rest of the work is handled by RPA bot
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RPA bot navigates between client facing SAP through Citrix and back into ServiceNow
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All searches and data exchange happens automatically between applications (through edgeCore™ Single Point of Control)
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Task completes and agent moves onto next invoice – processing time for a single invoice happens in under 1 minute
High Level Architecture
