nasscom bpm summit 2014 : panel discussion future of contact center : -k s kumar, chief commercial...
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Presented by:
KS Kumar, CCO, Sutherland Global Services
The Future of Contact Centre
Sutherland Proprietary Information April 10, 2023
2
Evolutions in Communication Contact Centre of the future has to align with this Inevitable evolution in the way in which the customer will
contact clients Customer interactions to be managed in an integrated
manner Multiple touch points outsourced, and not the entire life
cycle The cumulative experience across multiple touch points and
across multiple channel will be fundamental to the customer experience
The need is to identify the customer journey and build cross functional services to redefine and support this journey.
Evolutions
Sutherland Proprietary Information April 10, 2023
3
Changing Business Dynamics
+
Emergence of the Millennial Generation
The Emerging Scenario
Sutherland Proprietary Information April 10, 2023
4
Digitisation
Robotisation and Automation
Managing the integrated Lifecycle journey instead of only the touch points
The Future in a Nutshell
Sutherland Proprietary Information April 10, 2023
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Digitisation
Robotisation and Automation
Managing the integrated Lifecycle journey instead of only the touch points
The Future in a Nutshell
Sutherland Proprietary Information April 10, 2023
Paul Alexander Clark, Founder, Chief Executive Officer, SmartPatient
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Digitisation
Robotisation and Automation
Managing the integrated Lifecycle journey instead of only the touch points
The Future in a Nutshell
Sutherland Proprietary Information April 10, 2023
20
Will Robotics Leapfrog BPO?
With costs at a third of traditional offshore FTEs – is robotics the “next big thing” for services delivery ?
Barbara Hodge, Editor, SSON
Robotics and the future of Contact Center
Sutherland Proprietary Information April 10, 2023
21 45% by 2030
45%! That’s the percent of 702
examined jobs that a research team in Oxford believe can (and will) be automated by
2030.
The same analysis suggests 33% of UK jobs are also at
risk. For those interested in the math, that’s
approximately 70M jobs in play in just the UK and US
alone.
Sutherland Proprietary Information April 10, 2023
22 Global Impact
45%
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Automation has always displaced people, and new and interesting roles
have always replaced the old.
RPA is a capability that allows you to integrate with any IT application or website typically in the same way that a
user would, to perform complex rule based work
What is Robotic Process Automation
Sutherland Proprietary Information
24 Impact of Robotics
QualityTime
Cost + ValueHeadcount
Facilities & support costs
End to end
Processing
Time to Scale
100%Consistent
More secure
Reduced need for audit
Insight
Ability to do moreC
han
ge
Contr
olle
dContinuousImprovement
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April 10, 2023
Impact on platform based BPO
Transaction Based Manual Effort
Workflow
Client Systems and Processes
Analytics
Data Management Manual Effort
Source: Model co developed with Horses for Sources
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Transaction Based Manual Effort
April 10, 2023
Impact on platform based BPO
Client Systems and Processes
Robotics
Analytics
Data Management Manual Effort
Source: Model co developed with Horses for Sources
Workflow
Sutherland Proprietary Information April 10, 2023
27 Old to New
Offshore
★ Faster Transformation
★ Moderate Costs★ Service
Disrupted★ Customers
Impacted★ Moderate
Benefits
★ No need to transform
★ Low Costs★ Minimal
Disruption★ Customer
Benefits★ High Benefits
New Systems obotics
★ Slow transformation
★ High Costs★ Service
Disrupted★ Customers
Impacted★ Benefits
Realised?
R
Sutherland Proprietary Information April 10, 2023
28 Where We are Deploying
▪ Customer Care
▪ Finance and Accounting
▪ Order Management
▪ Application Processing
▪ Claims Processing
▪ Master Data Management
▪ Data Audit
▪ Benefits Management
Telecoms Mortgage Travel Government
Technology Healthcare Insurance
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