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Using Automation to Create a Unified Desktop: ALMATO at the Strategy Days CRM & Call Center

Automation and robots are usually associated with the production line and not with contact centers. During the Strategy Days, Peter Beckschaefer and Volker Schlenvogt showed how automation can work for service centers.

It doesn't always make sense to automate full processes. Very often, processes require the interplay between humans and software robots. This is where Real Time Interaction Management can help.

On the 24th of November, ALMATO, together with Volker Schlenvogt from E.ON held a workshop where they showed how RTIM works in practice.

The participants could clearly see how Real Time Interaction Management makes the agent's life easier. The robots search for all relevant information about a customer and present it to the agent in the unified desktop. The employee doesn't have to spend time searching, he gets the information right when he needs it. Furthermore, employees are supported by interactive manuals that can guide them through a process. Thanks to RTIM, they can concentrate on the customer and their needs.

Peter Beckschaefer      8. December 2015

Author

Peter Beckschaefer

Peter Beckschaefer

Peter Beckschaefer is a Sales Manager at ALMATO

Peter started his career in banking and then studied business studies at the University of Tuebingen. After successfully completing his studies, he worked as a marketing consultant for banks before switching to the world of call centers in 2004, when he started as Accoung Manager at EXCELSIS Information Systems.

Since 2006 Peter Beckschaefer consults ALMATO's clients in the implementation of innovative Robotic Process Automation and Contact Center solutions.