Strategic partnership to address growing demand for enhanced CX and transforming the company’s processes
New York, NY, April 3, 2019 – CGS, a global provider of business applications, enterprise learning and outsourcing services, announced today it is partnering with UiPath, the leading enterprise Robotic Process Automation (RPA) software company, to provide a comprehensive automation solution for its global Outsourcing Services, including the company’s Business Process Outsourcing (BPO) contact centers, as well as further enhance the company’s applications and learning businesses.
CGS was seeking to optimize its call center resources for its expanding global client roster through a unique hybrid approach by implementing AI enriched chatbot and RPA technologies to complement the human service in its customer support centers. By automating processes that are well suited for RPA, overall handling of incoming requests will be greatly improved by using automation and live agents. The continued investment in emerging technologies including RPA is helping to drive process optimization and improve service to clients. The UiPath solution will automate various functions throughout the business – from reporting and billing to customer onboarding and data management.
“UiPath has become the most widely adopted enterprise RPA platform,” said Chris Morgan, Global Vice President of Partners and Alliances at UiPath. “As a preferred global partner, CGS and its customers can benefit from the rapid design and deployment of software robots that perfectly emulate and execute repetitive processes, boosting business productivity, ensuring compliance and enhancing customer service across both back-office and front-office operations.”
“As an important step in our digital transformation, we're excited to partner with UiPath as we further enhance our services to our customers," said John Samuel, EVP, CGS. “Having an RPA solution frees up CGS support teams to focus on more complex needs that is better suited for human capital, which ultimately will deliver a much better user experience. By working together with UiPath to enhance automation on our omnichannel platform, clients will experience a seamless customer journey, as we keep pace with rapid technology advances and ensure customer satisfaction."
With optimized call center resources to serve global clients, CGS offers a unique hybrid approach through automation and live agents in its contact centers worldwide. Its AI-enriched chatbot and RPA technologies complement the customer support services provided by thousands of multilingual call center agents, providing technical and customer support, telesales, channel enablement and back office support. The IT Services Outsourcing team empowers midsize companies to embark on digital transformation journeys, migrate to the cloud, work from anywhere and strengthen cybersecurity defenses by providing the technology backbone that allows businesses to operate at peak performance with predictable costs so they can compete and grow.
To learn more about UiPath, please visit www.uipath.com.
For 35 years, CGS has enabled global enterprises, regional companies and government agencies to drive breakthrough performance through business applications, enterprise learning and outsourcing services. CGS is wholly focused on creating comprehensive solutions that meet clients’ complex, multi-dimensional needs and support clients’ most fundamental business activities. Headquartered in New York City, CGS has offices across North America, South America, Europe, the Middle East and Asia. For more information, please visit www.cgsinc.com and follow us on Twitter at @CGSinc and @OutsourcingCGS and on Facebook.
Kate Connors (for CGS)