featured posts:
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Conduent Partners with Microsoft to Underpin Client GenAI Innovation Initiatives
May 02, 2024, by John WillmottConduent has partnered with Microsoft to use Microsoft Azure OpenAI to underpin its GenAI innovation initiatives with clients. Its GenAI journey includes: Selecting use cases focused on improving quality, throughput, and cycle times Adoption of pilots in healthcare claims adjudication, fraud detection, and customer service enhancement Subsequently, moving to MVPs and ind[...]
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IPsoft Looks to Reduce Time to Value While Increasing Return on AI
May 20, 2019, by John WillmottNelsonHall recently attended the IPsoft Digital Workforce Summit in New York and its analyst events in NY and London. For organizations unfamiliar with IPsoft, the company has around 2,300 employees, approximately 70% of these based in the U.S. and 20% in Europe. Europe is responsible for aproximately 30% of the IPsoft client base with clients relatively evenly distributed over the s[...]
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Amelia Enhances its Emotional, Contextual, and Process Intelligence to Outwit Chatbots
Jul 05, 2017, by John WillmottIPSoft's Amelia NelsonHall recently attended the IPSoft analyst event in New York, with a view to understanding the extent to which the company’s shift into customer service has succeeded. It immediately became clear that the company is accelerating its major shift in focus of recent years from autonomics to cognitive agents. While IPSoft began in autonomics in support o[...]
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RPA Operating Model Guidelines, Part 3: From Pilot to Production & Beyond – The Keys to Successful RPA Deployment
Nov 09, 2016, by John WillmottAs well as conducting extensive research into RPA and AI, NelsonHall is also chairing international conferences on the subject. In July, we chaired SSON’s second RPA in Shared Services Summit in Chicago, and we will also be chairing SSON’s third RPA in Shared Services Summit in Braselton, Georgia on 1st to 2nd December. In the build-up to the December event we thought we would shar[...]
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RPA Operating Model Guidelines, Part 2: How to Identify High-Impact RPA Opportunities
Nov 03, 2016, by John WillmottAs well as conducting extensive research into RPA and AI, NelsonHall is also chairing international conferences on the subject. In July, we chaired SSON’s second RPA in Shared Services Summit in Chicago, and we will also be chairing SSON’s third RPA in Shared Services Summit in Braselton, Georgia on 1st to 2nd December. In the build-up to the December event we thought we [...]
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RPA Operating Model Guidelines, Part 1: Laying the Foundations for Successful RPA
Oct 28, 2016, by John WillmottAs well as conducting extensive research into RPA and AI, NelsonHall is also chairing international conferences on the subject. In July, we chaired SSON’s second RPA in Shared Services Summit in Chicago, and we will also be chairing SSON’s third RPA in Shared Services Summit in Braselton, Georgia on 1st to 2nd December. In the build-up to the December event we thought we [...]
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Disruptive Forces and Their Impact on BPO: Part 7 - High Velocity BPO - What the Client Always Wanted
Nov 13, 2014, by John WillmottThis is the final in a series of short blogs that look at various disruptive forces and their impact on BPO. The impact of all these disruptive factors is that BPO is now changing into something that the client has always wanted namely “High Velocity BPO”. In its early days, BPO was a linear and lengthy process with knowledge transfer followed by labor arbitrage, followed by process[...]
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Disruptive Forces and Their Impact on BPO: Part 5 - Will Software Destroy the BPO Industry? Or Will BPO Abandon the Software Industry in Favor of Platform Components?
Nov 11, 2014, by John WillmottBPO has always depended on partnerships with third-party software providers to provide supplementary platforms around client core systems to provide specialist functionality in areas like procurement, collections, & reconciliation handling. However, there is a danger that this can lead to a Heath Robinson (or Rube Goldberg) combination of applications, involving expensive software or SaaS[...]
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Disruptive Forces and Their Impact on BPO: Part 4 - Digital Renews Opportunities in Customer Management Services
Nov 10, 2014, by John WillmottThere has always been a big divide between those suppliers that are comfortable handling voice and those suppliers that were comfortable handling data with very few comfortable with both. However, the impact of digital is such that it increases the need for voice and data convergence. A common misconception in customer service is that the number of transactions is going down. It isn’t, it[...]
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Disruptive Forces and Their Impact on BPO: Part 3 - Labor arbitrage is dead – long live labor arbitrage
Nov 09, 2014, by John WillmottThere’s another disruptive force in BPO that no-one likes to talk about. It’s called labor arbitrage. Everyone is keeping a bit quiet about this one. It’s nothing like as sexy as robotics, or analytics, or SMAC, but it’s also a disruptive force. One side of labor arbitrage within labor arbitrage is relatively defensive, but in spite of automation and robotics, mature &ld[...]
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Disruptive Forces and Their Impact on BPO: Part 2 - Analytics is becoming all-pervasive and increasingly predictive
Nov 07, 2014, by John WillmottRobotics has moved incredibly fast over the past year, but so has analytics. Analytics has been around in support of process improvement initiatives & Lean Six sigma projects for many years. It has also been present in areas like fraud analytics, which means at a personal level that you now have to re-instate your credit card most weeks. However, analytics is now becoming much more pervasiv[...]
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Process Improvement the Gateway to Transformational Customer Management Services
Oct 27, 2014, by John WillmottNelsonHall’s latest CMS market analysis focuses on the increasing importance of transformational CMS, whereby a vendor not only takes over the running of a client’s call center processes, but seeks to optimize these processes to achieve the desired business goals of the organization. In the current market, the need to reduce cost while maintaining or enhancing customer satisfaction [...]