Automation would free up human resources to focus on complex issues, says Verint's Ady Meretz
In the coming years, growth in India's domestic BPO market would be the biggest change maker. Parallel to the growth in the domestic BPO market, there has been a surge in demand for speech analytics in regional languages, says Ady Meretz.
- Apr 12, 2018,
- Updated Apr 12, 2018 3:44 PM IST
Automation is the buzzword in manufacturing and services industry. The contact centre industry has been witnessing disruption as more jobs are getting automated. The US-based Verint entered India 18 years ago, and today serves large organisations like Bharti Airtel, ICICI Bank, Wipro and others with its data analytics, contact centre and back office solutions.
The back office sector is evolving rapidly with the focus developing from pure cost efficiency to process improvement and resource utilisation. This means that pure BPM solutions are no longer sufficient; there needs to be a layer of Artificial Intelligence (AI) utilising machine learning and automation that allows constant refinement of processes and available resources. In the coming years, growth in India's domestic BPO market would be the biggest change maker. Parallel to the growth in the domestic BPO market, there has been a surge in demand for speech analytics in regional languages. We are the only vendor that supports analytics in 10 different Indian languages - Hindi, Punjabi, Gujarati, Marathi, Bengali, Tamil, Kannada, Malayalam, Telugu and Indian English. Banks are especially differentiating through speech analytics in regional languages.
Automation is the buzzword in manufacturing and services industry. The contact centre industry has been witnessing disruption as more jobs are getting automated. The US-based Verint entered India 18 years ago, and today serves large organisations like Bharti Airtel, ICICI Bank, Wipro and others with its data analytics, contact centre and back office solutions.
The back office sector is evolving rapidly with the focus developing from pure cost efficiency to process improvement and resource utilisation. This means that pure BPM solutions are no longer sufficient; there needs to be a layer of Artificial Intelligence (AI) utilising machine learning and automation that allows constant refinement of processes and available resources. In the coming years, growth in India's domestic BPO market would be the biggest change maker. Parallel to the growth in the domestic BPO market, there has been a surge in demand for speech analytics in regional languages. We are the only vendor that supports analytics in 10 different Indian languages - Hindi, Punjabi, Gujarati, Marathi, Bengali, Tamil, Kannada, Malayalam, Telugu and Indian English. Banks are especially differentiating through speech analytics in regional languages.