Jann Gorske , Sr . Director for Telecommunications and Utilities at Blue Prism , reveals how automation plays a transformational role in contact centres

Jann Gorske is Blue Prism ’ s North America Sr . Director and Practice Leader for Telecommunications and Utilities , with a heavy focus on contact centre transformation . Blue Prism is leading Intelligent Automation ( IA ) innovation with the digital workforce as a source of labour and Service Assist that was specifically developed for the contact centre .

In 2020 , the global RPA market size was valued at USD $ 1.57 billion and is expected to grow at a compound annual growth rate ( CAGR ) of 32.8 % from 2021 to 2028 . A big driver for this growth is the pandemic-induced work-from-home situation , that caused a big shift in the ways in which businesses operate and accelerated blueprints for faster , leaner operating models .

Intelligent automation in Telcos

According to Gorske , Telcos have put every aspect of human interaction front and centre , as much of it moved online and forced staff to work from home :

“ We supplemented that human workforce with our digital workforce to transform the end-to-end workflow , including handling of manual repetitive tasks . We have developed a ‘ single pane of glass ’ user interface , which provides the agent with a 360 degree view of the customer . This is where we ’ re really focused and seeing significant results back to our customers , in terms of efficiency .”

Blue Prism has already formed strong partnerships with Telefonica and Bell , leaders in their primary markets of Spain and Canada .

Contact centres are a key driver for telcos in terms of how they build their brand recognition , but Gorske remarks that “ the strategy and the vision need to be aligned to the wider business needs , rather than just focusing on short term tactical types of activities to remove and develop efficiencies . We provide a pivotal and sustaining , enterprise-grade scale programme . We call it the Robotic Operating Model ( ROM ).”

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