Robotic Process Automation
Since the inception of the internet, most organizations have developed browser-based applications to facilitate an online presence and digitally connect clients to their services. As the number of web-based applications increased, companies and individuals started to fill out forms and the organizations would subsequently extract data from websites.
As per 2020 Gartner Magic Quadrant for Robotic Process Automation: "The RPA market is rapidly growing as incumbent vendors jockey for market position and evolve their offerings. In the second year of this magic Quadrant, the bar has been raised for market availability, relevance, growth, revenue, and how vendors set the vision for their RPA offerings in a fluid market."
In order to establish strong relationships with potential and current customers, it is essential for contact centers to resolve inbound calls in a timely manner. This touchpoint is of utmost importance in securing an excellent first impression with a potential client or nurturing a current customer to become an evangelist for an organization.
In slow-moving bureaucratic organizations, few would argue that tasks are often mundane, efficiency is wanting and, in order to improve productivity, change is required. Yet that change never seems to take place. Leadership comes and goes, and the problems remain the same. Perhaps under the guise of new organizational names or new programs, however, ultimately, the underlying frustrations still exist.
The Maryland State Ethics Commission was looking for a solution that would reduce the time it takes to perform and complete the review of each annual filing. When presented with this dilemma, The Canton Group proposed Robotic Process Automation (RPA).