Stellenbosch-based Clevva and UK-based Blue Prism have announced a partnership that combines Clevva’s front-office solutions with Blue Prism’s back-office solutions to deliver an end-to-end customer service offering.
Under the partnership, Blue Prism will sell Clevva’s digital experts through its global digital exchange and partner network that already makes use of its digital workers.
Clevva’s low-code web platform lets companies easily create and deploy their own front-end digital experts. The combination with Blue Prism’s back-office digital workers now makes it possible for companies to automate their customer service offerings from end to end, irrespective of whether the service offerings are staff-assisted or digital self-service channels.
“Combining the two technologies means customers can quickly increase the extent of automation in their companies, particularly when it comes to their customer service channels,” says Clevva co-founder and co-CEO Ryan Falkenberg.
“As organisations reimagine customer sales and support journeys, many of them find it challenging to navigate contextually rich or complex front-office decisions and processes,” says Bruce Mazza, vice-president: technology alliance program at Blue Prism. “Pairing Clevva digital experts with the Blue Prism digital workforce empowers users by bringing process agility to the front office – particularly in regulated industries, where customer engagements are heavily impacted by rules, and it’s vital you get it right, every time, with a record to prove it.”
In practice, Clevva’s digital experts will help customers to resolve their specific query, while Blue Code’s digital workers will automatically process any required actions. “This means businesses can now build a complete digital workforce and automate front and back-office processes straight through the customer journey. This not only liberates staff from repetitive decisions and actions but ensures customers are offered an efficient and effective sales and support experience, irrespective of their preferred channel.”
Falkenberg concludes: “As Covid-19 has forced people to use digital – rather than physical – channels, the increased volumes have challenged human support and service staff. Our partnership with Blue Prism gives global companies an immediate way to future-proof their businesses by developing their own digital workforce to assist their human workforce.”