Fully automated robotic assistant with no human interaction

RPA (Robotic Process Automation)

The robot you don't see, but know is there

Leave the routine tasks to the RPA robot

A customer service agent using RPA in the back-office finishes an interaction with a customer upwards to 40 seconds faster, than an agent who is not using RPA.

Cut the average handling time per customer interaction down and get ahead of the customer’s expectation with RPA. Robotic Process Automation is integrated into the cloud or the company on-prem servers, and only executes the customized, developed, and instructed tasks across all touchpoints, without ever needing any interactions from a human-being after development for it to run with success. You don’t see the RPA robot, but you know it is there, and you know it is making the life of a contact center agent easier, faster, and more efficient.

As a customer at TM Group, you get complete control of the process, and you choose the RPA solution that fits your needs and strategy. The processes are fully customizable and individual from business to business. therefore, we develop a tailored set of automated processes which will bring you the ROI you want.

After implementation, you can either choose to maintain and further develop the RPA yourself or have us on speed dial as consultants. If you choose to do it yourself, we will educate a center of excellence within your organization, so you will be self-sufficient. 

What does RPA mean?

RPA (Robotic Process Automation) is a piece of technology any company can utilize. It especially comes in handy for larger contact centers and call centers. Via Machine Learning (ML), automation, Artificial Intelligence (AI), and some manual and initial input from the agents and developers, it can assist any employee in completing routine and mundane back-office tasks, such as look-up, copy/paste, or any other task which doesn’t require human decision-making. It frees up time and hassle for the customer service agent to complete other and more demanding tasks.

RPA explained in a video​

RPA use-case about Average Handling Time in a Contact Center

Some benefits of RPA

Cut the average handling time down significantly

Reduce AHT

When we implement RPA for our customers, we have a firm focus on reducing AHT, and we do that with immediate impact and success. We also improve all other KPIs in your contact or call center.

Put focus and effort into more demanding tasks​

Effort and focus

RPA will take away mundane and no-brain tasks for the agent, so the agent has more time to focus on the real customer experience.

Increase agent productivity and satisfaction​

Agent Experience

With RPA the agent does not have to do the boring and annoying tasks anymore, and that will improve the overall agent experience.

Digitalize your business automatically​

The digital business world

A digital business and an agile business are important these days. With RPA you do both.

Related Article

This is how you cut your cut down the AHT using RPA

Are you struggling with a high AHT in your contact center? We can bring the AHT down in any communication channel using RPA. The hardest part is finding out where to start. Read how our consultant works.

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The robot takes care of routine tasks in the background of your business. Works on pre-set rules and structures. You know they are there, but you’ll never see them.

The robot works in combination and interaction with a human, and only performs tasks after acceptance.

Give your customers a chance to self-service via a chatbot, IVR etc. Studies show 91 % customers would prefer to self-service, if given the chance. A RPA-integrated self-service solution communicates with your brand around your agent, deflecting 25 – 50% of inbound interactions.

Unlock the full power of automation

While you could go with only integrating RPA  in your business, and still get massiv business impacts in terms of the above mentioned benefits, but why stop there?

You have the possibility to unlock the full power of automation with the complete scope of Business Process Automation, which includes RPA, RDA and self-service for your customers.

While we are already developing and integrating RPA in your business, with minimal effort from both your and our end, you can connect every automation tool, and create a win-win-win situation for your business and your customers.