TrustPortal and Blue Prism have been featured in a new Digital Bulletin feature, describing how TrustPortal was key to transformation of Telefonica's front-office.
As the biggest company in Spain, their requirements were extreme including typically handling 100,000 calls per day and some days up to 250,000.
Yet the transformation undertaken by Telefonica using Trustportal and Blue Prism delivered significant operational improvements, as described by Javier Magdalena Pinilla, Telefónica Spain’s Director of Simplification and Robotisation
“We needed to let our people help our customers, to talk with them, and assure the quality of our services,” says Magdalena. “We automated around 70% of the tasks that these people were doing on a day-by-day basis, and the result of that is that we reduced the time taken by between 30 and 50%. “The people that are working with these tools have told us that their work is better than before, so we are very happy with the programme.”
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