nasscom bpm summit 2014 : panel discussion future of contact center : -k s kumar, chief commercial...

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


3

Changing Business Dynamics

+

Emergence of the Millennial Generation

The Emerging Scenario


4

Digitisation

Robotisation and Automation

Managing the integrated Lifecycle journey instead of only the touch points

The Future in a Nutshell


5

Digitisation





Paul Alexander Clark, Founder, Chief Executive Officer, SmartPatient

Sutherland Proprietary Information


19

Digitisation





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


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.


22 Global Impact

45%

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23

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


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


25

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


26

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


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


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