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Transforming the Enterprise and Call Center with Intelligent Automation (IA)

5 Capabilities Intelligent Automation (IA) Solutions Must Deliver to Align with Customer Demands

We live in a world that is connected, mobile and demanding. Enterprises must use Intelligent Automation to gain a better understanding of their customers’ demands, behavior and sentiment. This is essential to successfully manage the customer experience. Especially when today’s customers have other options, high expectations, and access to multiple channels of engagement.

Intelligent Automation Solutions

Managing big data resulting from everyday business with customers, employees and internal activities is another major challenge. It is almost impossible to analyze big data and produce actionable knowledge using manual methods. Other challenges include the lack of unification among enterprise systems and the absence of business process automation.  Deficiencies in producing real-time and holistic views of the overall enterprise operation pose a final challenge.

Conventional workforce optimization (WFO) solutions are not adequate since they do not make use of intelligence-based automation. They use an “inside-out” approach that focuses on aligning customer service with internal business processes.  IA-driven solutions use an “outside-in” approach that aligns business processes with customer demands.

CXM Driven by Intelligent Automation

To cost-effectively deploy IA solutions to most functions of an enterprise, solutions should offer 5 major, generic capabilities:


Access, capture and record data, media and KPIs from every entity engaged in enterprise functions. This includes data and media from telecom platforms, service request routing, customer engagement, multichannel interactions, transactions, IoT devices, CRMs, and ERPs.


Manage, normalize, convert, categorize, and prepare the captured data for the next steps of processing and analysis.


Multichannel and cross-channel analytics use the unified datato produce actionable knowledge and insightful trends.

Decide & Learn

Rule-based or AI-driven decision-making and learning machines use the actionable knowledge and trends to automatically determine next best steps and actions.


Automatically launch the best actions, reports and notifications determined by the decision-making machines.

The advantage of such capabilities is that they can intelligently automate enterprise and contact center functions related to both customer experience management (CXM) and business process automation.

Empowering enterprises to cost effectively and intelligently automate and unify customer experience management and business processes.

Organizations can intelligently automate the entire CXM process and customer journey before, during and after service. This includes customer service routing, engagement, processing and feedback management. During engagement, IA drives other applications such as automated QA and compliance management. IA also impacts voice and text-based Intelligent Virtual Agent as well as intelligence-based voice applications such as fraud protection and discovery of sentiment. Business process automation is enabled through intelligent robotic process automation, unification and process automation among dispersed enterprise systems engaged in delivering certain enterprise functions.

Deployment of and transition to Intelligent Automation solutions requires customer assistance programs to assure success and a rapid return on investment. Suppliers of Intelligent Automation solutions should offer customer-centric programs like consultations and proofs of concept.  Intuitive tools that help customers map their business processes to IA solution configurations should also be made available. Solutions offered as both on-premise software or SaaS make acquisition easier and help organizations meet their business and financial requirements.

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