“Agents love it” – the inside story of an automation-powered contact center

One clean view

 For Zainab, an Operational Excellence & Intelligent Process Automation leader at Finastra, automation means more than just time savings - it’s leading to a more zen-like experience for the contact center. Gone are the notification-filled screens of eight different contact center application screens, with UiPath everything is unified into one clean, automated view.

“Our agents don't even need two monitors anymore. Of course, they have them so they can utilize them. But we can technically now have a conversation with a customer within the one monitor, which was not possible prior to the automation.”

"It's like a one stop shop for calls”

The Finastra team used UiPath Apps to create a UX-friendly interface for their automations. This unites the various contact center applications which previously spanned two (or more) monitors.

Since introducing the automation-powered app in 2023, Zainab reports that:

• Hold time has gone down by over 20%

• Eight different application features now housed in one clean app

• Employee experience for both new and tenured employees has improved

Speaking of employee experience, automation also impacts onboarding times. “We're continuously adding new hires every year. Before the automation, our onboarding time was 8-12 weeks. As the new hires start using the automation tool, it will allow them to become more proficient a lot faster and quicker.”

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