Robotic process automation (RPA), an emerging form of clerical process automation, serves as a conceptual backbone of Blue Prism’s software robots. The software robots facilitate communication between various applications in a work environment and automate administrative tasks. The underlying state-of-the-art and object-oriented architecture of the software robots is capable of executing millions of transactions between applications automatically. “While building a software robot, we strive to attune operating models and standards to the technology,” states Geary. Blue Prism’s software robots are auditable, secure, scalable and operable at user and transaction levels.
“We are more like SAP in terms of scale and scope of automation,” explains Geary. “Achieving a very high level of recovery, governance, audit and security are no longer insurmountable tasks. Our RPA software operates in very large and highly regulated transaction processing environments.”
At the end of the day, we are confident that our platform will successfully liberate human capital from monotony of rule-based processes
The software allows business users to configure the software robot without needing to build an API or discern complex data structure. To develop a comprehensive solution, Blue Prism leverages the knowledge and expertise of partners such as Accenture, Deloitte, Ernst & Young and their internal process advisors across a wide gamut of sectors that range from finance and accounting to supply chain management.
In one of the implementation highlights, several of the world’s largest banks sought a solution to perform more transactions while minimizing the desktop-based workload of their agents and freeing them up to perform value-added work and reducing errors occurring due to human-based processing. The banks worked with Blue Prism to create RPA solutions, gaining the power of automation, and leveraging self-service automation functionality while reducing errors and increasing compliance. Eventually, the clients could attain operational efficiency and experience digital transformation of their organizations and processes.
The leadership of Blue Prism believes in bringing positive outcomes to customers. To create success stories, Blue Prism ensures collaboration between employees and its clients. “One of our themes is success through excellence. If our employees are successful, then our partners as well as clients will be successful,” states Geary. As RPA has become a mainstream phenomenon, the company is set to gain from the technological trend. “At the end of the day, we are confident that our platform will successfully liberate the human capital from monotony of rule-based processes,” concludes Geary.
Blue Prism News
Blue Prism Positioned as a Leader in the Magic Quadrant for Robotic Process Automation Again in 2020
JOHANNESBURG, South Africa, - Blue Prism (AIM: PRSM) (https://www.BluePrism.com), a global leader in intelligent automation, has again been positioned by Gartner, Inc. in the Leaders quadrant of the “Magic Quadrant for Robotic Process Automation (RPA).”1
In the 2020 report, Gartner evaluated 16 vendors and has positioned Blue Prism in the Leaders quadrant based on the company’s ability to execute and completeness of vision. According to Gartner, “Leaders provide mature offerings that meet market demand and have demonstrated the vision necessary to sustain their market position as requirements evolve. The hallmark of Leaders is that they focus on, and invest in, their offerings to the point where they lead the market and can affect its overall direction.
As a result, Leaders can become the vendors to watch as you try to understand how new market offerings might evolve. Leaders typically possess a large, satisfied customer base (relative to the size of the market) and enjoy high visibility within the market. Their size and financial strength enable them to remain viable in a challenging economy. Leaders typically respond to a wide market audience by supporting broad market requirements. However, they may fail to meet the specific needs of vertical markets or other more specialized segments.”2
“We believe our leader placement is a nod to what’s at the heart of the automation revolution—the fact that all systems can be made to interoperate through digital workers,” says Jason Kingdon, Chairman and CEO of Blue Prism. “Going way beyond traditional RPA, our enterprise-grade technology frees people to create and train a digital workforce that mimics a human, scales as demand increases, and swarms to tasks according to business priority. Soon, every company will have a digital workforce to automate, streamline, and accelerate work—we’re dedicated to making the vision of a digital workforce for every enterprise a reality.”
Blue Prism is the only automation product (https://bit.ly/3fvOiYL) that enables automations to be centrally shared, reused and expanded across the enterprise. As a result, customers get a centralized audit trail of every process automation, including digital worker actions and training history, which helps maintain total compliance and governance transparency. Low to no coding means business users can get the job done. The intuitive operating system within Blue Prism makes it easy for people to draw, create and deploy process automations. Blue Prism’s industry leading Robotic Operating Model (ROM®) implementation methodology is proven to help users quickly identify, build, develop, and automate enterprise-grade processes at scale.
Blue Prism announces Service Assist, automating next generation contact centres with an AI-Powered digital workforce that transforms customer experiences
JOHANNESBURG, South Africa - Addressing the increasing demands of customer contact centres and call centre agent productivity, Blue Prism (AIM: PRSM) (https://investors.BluePrism.com) today announced the availability of Blue Prism Service Assist (https://bit.ly/3dkWsUq). This new offering delivers a real-time, unified 360-degree view of all customer interactions helping free up agents so they can be more responsive, empathetic and engaging, to better serve customers.
Service Assist empowers contact centre agents by automating system tasks that simplify and guide customer interaction tasks including searching databases, scheduling callbacks, and updating customer records. By providing a secure, scalable and centrally managed digital workforce (robots that act as a digital assistant to contact centre agents), Blue Prism is poised to revolutionise todays contact centre ecosystem by offering a complete end-to-end automation solution. These capabilities also include supporting attended automation, digital workforce orchestration as well as integration with AI and machine learning tools to accelerate customer services. The result is streamlined contact centre operations, increased agent satisfaction, and higher customer satisfaction.
"Contact centres are the frontline of the customer experience, says Linda Dotts, Blue Prisms Chief Partner Strategy Officer. Consumers today are demanding that all modes of interaction are seamless between virtual channels and live agents, but all customer support teams face challenges, including legacy systems, high staff attrition, at home agents and cost minimisation. This is where Service Assist comes into play."
Optimising the customer experience
With a business-led front end and an IT-governed backend, Service Assist offers contact centre teams increased functionality and security while significantly reducing Average Handling Times (AHT) and improving First Call Resolution (FCR). Service Assist gives agents an efficiency boost in the following ways:
• Supports end-to-end digital workflows by integrating and embedding Service Assist screens directly into the customers choice of web-based agent interfaces or broader CRM, ERP and BPM platforms.
• No coding required”if there is a change in the business process that a digital worker is performing, the change can quickly and easily be configured with minimal downtime.
• Provides flexible architecture deployment options including on-premises, cloud or hybrid.
• Execute drag and drop simplicity with Blue Prisms Digital Exchange (DX) (https://bit.ly/3dpxwer) enables the add-in of intelligent automation and AI capabilities to automate processes.
2020 continues to be the perfect storm for change and disruption in the global contact centre industry, says Paul Stockford, Chief Analyst at Saddletree Research. Our January 2020 survey of customer service professionals revealed that 12 percent of the industry was already focused on introducing AI-enabled automation solutions such as Blue Prism in 2020, joining the 16 percent of contact centres that have already deployed automation. The pandemic, however, has caused a dramatic spike in demand for automated solutions, which now represent a market segment that is expected to reach a compound annual growth rate (CAGR) of 64.2 percent from 2020 to 2024.