Fields and prospects of process automation in a telecom provider’s omni-channel contact centre

Kapustkin Maxim Vladimirovich

Following extensive digital trends in the mass service provision, telecom industry contact centers (CC) take robust advantages of both omni-channel customer care and routine job automation experience. This paper spotlights fields of the routine business process automation in a telecom provider’s traditional model-featured omni-channel CC. For each of the fields introduced, underlaying technologies of software solution framework are described, then a predictive estimation of the achievable business process automation scale is provided. Crucial constraints of complete automation approach are considered as based on takeaways of earlier researches, exploration of available software solutions too. Because flexible professional techniques are critical to enhance the customer satisfaction with CC services, and certain risks of non-constructive innovation management still exist, the importance of gradual advances in business task automation is primarily suggested.

Keywords:automaton; routine process; contact center; customer service; omni-channel interaction; telecom industry; business innovations; autonomous system; artificial intelligence; artificial neural network; virtual assistant, etc.