![\"Customer](\"https:\/\/www.customerservicemanager.com\/wp-content\/uploads\/2022\/02\/bs-444722723.jpg\")
\nTrustPortal\u2019s capabilities are already being proven to transform ways of working within organisations including Telefonica, MetLife and EDF, with unmatched ease, speed and scale. Telefonica Spain is using TrustPortal\u2019s platform across its 12,000-seat contact centre to achieve\u00a0<\/b>50% faster service completion times and 30% cost reductions \u2013 while accelerating even greater work performance, quality, value and +5 Net Promoter scores.<\/p>\n
Telefonica is now looking to deliver wider-scale\u00a0digital services\u00a0transformation for customers and employees, even higher productivity and further service innovations.\u00a0TrustPortal is helping other organisations to deliver\u00a0end-to-end process digitisation within multi-channel contact centres, shared services and BPO, and employee self-service and back-office.<\/p>\n
TrustPortal\u2019s HyperAutomation platform enables all tasks within any end-to-end work process to be optimally performed by the best \u2018workers\u2019 and tools; people, multi-vendor robots, AI\u00a0and\u00a0digital tech. These workers and tools are intelligently orchestrated to seamlessly interact in real-time as super resources, capable of transforming end-to-end, digital services, of any complexity and business function, across multiple channels\u00a0–\u00a0hugely simplifying and enhancing\u00a0employee and customer interactions.<\/p>\n
These capabilities are immediately available to employees via dynamically generated digital interfaces, at\u00a0all stages of an end-to-end process – across every channel\u00a0including IVR, telephony, email, SMS, websites, mobile apps, chatbots.\u00a0Customers can also experience transformed services by self-serving through any digital channel \u2013 via\u00a0dynamic digital interfaces\u00a0with simple robot-guided interactions. Transformed end-to-end processes can be delivered to everyone, in any location, using any device: allowing home and mobile working, for any process – regardless of existing constraints.<\/p>\n
Chris Lamberton, TrustPortal\u2019s CEO said, \u201cOur mission is to transform the digital experiences of employees and customers. To meet these challenges, we\u2019re advancing HyperAutomation\u2019s capabilities to augment employees in the front – and back-office \u2013 while providing digital self-service capabilities. This will remove the huge workloads from traditional contact centres and back-office staff: who are all operating under incredible pressure \u2013 while driving huge improvements in productivity and customer satisfaction.\u201d<\/p>\n
Here\u2019s an example of how\u00a0TrustPortal\u2019s platform\u00a0can transform employee and customer digital experiences across the contact centre.<\/p>\n
A customer interaction via IVR activates multiple robots to gather information from multiple systems, and robots dynamically generate agent-friendly interfaces from this information dynamically adapted for the specific customer\u2019s needs. All of this is instantly performed before the call is transferred to an agent. So instead of the agent spending minutes working\u00a0across multiple systems,\u00a0robots immediately provide them with deep \u201cCustomer 360\u201d insights. Contextual \u201cAgent Assist\u201d AI also helps agents to swiftly solve any issue, while robots perform further checks \u2013 while providing agents with next best interactions and upsell\/cross-sell opportunities.<\/p>\n
Lamberton\u00a0adds, \u201cSo now typical a process involving too much call waiting, re-providing information and lots of manual form filling is now completed on average 50% faster. Even complex processes can be completed in minutes – rather than hours or even days. With TrustPortal, hugely productive employees can provide fast high-quality services using a single system – requiring minimal training and without stress.\u00a0Delighted customers are served efficiently and receive a consistent, interactive and accessible experience.\u201d<\/p>\n
TrustPortal\u2019s \u2018out of the box\u2019 platform is no-code, it\u2019s very quick to implement and can be securely embedded into existing ways of working, regardless of legacy IT environment constraints \u2013 so organisations start delivering better work, smarter:\u00a0with unmatched\u00a0ease, speed and integrity.<\/p>\n
Lamberton, adds,\u00a0\u201c<\/span>We\u2019ve been in long-term stealth mode ensuring that our capabilities are proven and evolved by playing a central role in delivering mission-critical digital services, that translate into hugely valuable \u2018digital experience transformation\u2019 for customers and employees, across the\u00a0<\/b>front to back-office: generating ROI in months – not years. With TrustPortal, transformed\u00a0digital services that would take IT programs and vast teams months to complete, can now be achieved\u00a0in weeks – and\u00a0at only 10% of the cost of existing automation approaches that only partly transform\u00a0digital services.\u201d<\/b><\/p>\n About the Author<\/strong><\/p>\n TrustPortal is a UK HyperAutomation pioneer aiming to transform the digital\u00a0experiences for millions of employees and customers across the globe. The catalyst is TrustPortal\u2019s highly advanced enterprise HyperAutomation platform, which is the first to intelligently augment and orchestrate people, robots, digital and AI in real-time: to deliver better work, smarter across the back to front-office and beyond – with unmatched ease, speed, scale and security.<\/p>\n Since 2017, TrustPortal\u2019s\u00a0patented technological\u00a0capabilities have been\u00a0consistently proved and evolved by playing a central role in mission-critical\u00a0digital work transformation initiatives across the world\u2019s biggest and brightest including Telefonica, MetLife, IBM and EDF.\u00a0<\/b>Supporting TrustPortal is a growing open ecosystem of technology vendors including Blue Prism, UiPath, Automation Anywhere, Salesforce, ServiceNow, MS Dynamics, IBM and best of breed global resellers.\u00a0https:\/\/www.trustportal.org<\/a><\/p>\n","protected":false},"excerpt":{"rendered":" The digital experiences of customers and employees\u00a0across\u00a0the front to the back-office are set to be transformed with TrustPortal\u2019s HyperAutomation platform. The platform enables all tasks to be optimally performed..<\/p>\n","protected":false},"author":617,"featured_media":0,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":[],"categories":[4],"tags":[],"_links":{"self":[{"href":"https:\/\/www.customerservicemanager.com\/wp-json\/wp\/v2\/posts\/31020"}],"collection":[{"href":"https:\/\/www.customerservicemanager.com\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/www.customerservicemanager.com\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/www.customerservicemanager.com\/wp-json\/wp\/v2\/users\/617"}],"replies":[{"embeddable":true,"href":"https:\/\/www.customerservicemanager.com\/wp-json\/wp\/v2\/comments?post=31020"}],"version-history":[{"count":16,"href":"https:\/\/www.customerservicemanager.com\/wp-json\/wp\/v2\/posts\/31020\/revisions"}],"predecessor-version":[{"id":31051,"href":"https:\/\/www.customerservicemanager.com\/wp-json\/wp\/v2\/posts\/31020\/revisions\/31051"}],"wp:attachment":[{"href":"https:\/\/www.customerservicemanager.com\/wp-json\/wp\/v2\/media?parent=31020"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/www.customerservicemanager.com\/wp-json\/wp\/v2\/categories?post=31020"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/www.customerservicemanager.com\/wp-json\/wp\/v2\/tags?post=31020"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}![\"Chris](\"https:\/\/www.customerservicemanager.com\/wp-content\/uploads\/2022\/02\/chris-lamberton-2.jpg\")
Chris Lamberton<\/a>, CEO of TrustPortal, is a work transformation veteran: of 30
\nyears. Before joining TrustPortal, he built front-office and digital
\ntransformation teams at IBM, Accenture, PwC and Deloitte. He also started
\nand built EY’s award winning, global, 2000-person Robotic Automation
\npractice. He’s now passionate about helping organisations work better,
\nsmarter using advanced hyperautomation.<\/p>\n