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1、Possibilities UnlimitedThe Intelligent Automation Global Market Report:Outlook 2021Automation in practice:The art ofthe possible5 case studies illustrating IA-drivenvalue generationHow Automationdelivers impact and measurablevalue toenterprisesWHITEPAPERBarbara HodgePrincipal Analyst and Global Digi
2、tal Editor,Shared Services&Outsourcing Network(SSON)2022 EdgeVerve Systems Ltd.02IntroductionEnterprises have recognized the importance of Automation and have been adopting it at a fast pace.While RPA has supported the cost objective of enterprises well by taking humans out of transactional processe
3、s(and redeploying them in higher value-adding work),recent years have seen more interest in extending the impact of automations range of capabilities,and driving performance improvements to the top line,as well as the bottom line.The addition of analytics capabilities to automated processing offers
4、great potential in this regard.Some examples of how enterprises are delivering better results include:This report,the most recent in a series of Intelligent Automation market reports that were first launched in 2017,presents tangible proof of automations lasting and transformative impact on the mode
5、rn enterprise.It shines a spotlight not only on improved productivity but also,in the truest sense of the word,the added value that has arisen as a direct result of IA(Intelligent Automation)implementation.This report presents real,hard benefits for anyone looking for support in delivering a robust
6、business case or uncertain as to how to progress with their automation strategy.As such,it also proves IAs lasting and constantly evolving legacy.Improved customer experience through engagementImproved revenue generation through analyticsImproved digitization through scaling of Intelligent Automatio
7、n solutionsImproved data access by converting unstructured data into digitized&structured formatImproved transparency over process efficiency through Process DiscoveryUnlock new possibilities by unleashing the power of future workforce2022 EdgeVerve Systems Ltd.03Improved customer experiencethrough
8、engagementCustomer experience is one of the most important means of retaining existing revenue flows,as well as building loyalty and driving additional growth through upselling.As a result,one of the most persuasive applications for automation is by directly impacting customerexperience through easi
9、er engagement.A large US telecom company and a world leader in communications,media,and entertainment supports customers/individuals with cutting-edge solutions that help them stay connected to their world and enables organizations to deliver breakthrough customer experiences.About the company Howev
10、er,the organization faced customer service challenges after an aggressive acquisition spree,which saw it acquiring multiple companies in order to expand its offerings across Mobile,IP TV&broadband.As a result,it ended up with nearly 50 call centers,including agents using multiple applications to ret
11、rieve customer information to solve order,billing,technical,internet,voice issues,etc.Adding to the complexity of requirements,field technicians installing and repairing products required real-time resolution of queries in order to resolve issues on the spot.Challenge“Poor levels of customer experie
12、nce lead to high churn rates and negatively impact the brand.”2022 EdgeVerve Systems Ltd.0401Reduced processing time for address relocation orders by agents massively from 8 hours to 5 minutes,nearly 100 times faster02Increased customer experience basis a 8%increase in Net Promoter Score(NPS)03Saved
13、 IT development costs by$75Mn04Increased first call resolution by 15%05Decreased operational cost by 20%Automation drives positive client engagementGiven the imperative to improve service quality,the company recognized automation as a solution to provide customer service agents with immediate access
14、 to both data and expertise.It was also important that the automation solution was able to integrate with existing applications to facilitate service assurance as well as fulfillment.Standard process steps were automated,forcing standardization upon processes and eliminating repetitive actions like
15、repeat SMS.Crucial to the customer experience is the ability to tap best practices and expertise in technical support and billing to mobile access and delivery problems.The combination of automated steps,along with embedded expertise,ensured positive client engagement and issue resolution.The automa
16、tion solution was rolled out to nearly 50,000 agents across more than 300 locations and transformed the customer experience.SolutionThe Experts weigh in:Improved customer experience through engagement2022 EdgeVerve Systems Ltd.05R.Guha:A couple of factors impact customer engagement.First,how easy th
17、einterface is.Anything that is overly cumbersome results in a negative experience.Second,the amount of time spent going back and forth between a customer and an enterprise.Often,customers are asked a basic set of questions at the start,only to be asked for more information as their needs are clarifi
18、ed.The more this happens,the worse the experience.Third,the amount of information customers are required to provide.Much of this is already present in systems or provided during the first interaction.So supplication is frustrating.The good news is that automation and AI can help to solve this.Questi
19、on:What are the common hurdles to positive customer engagement?R.Guha:Its not just about implementing automation.The key is not to automate patches,but to see the customer journey holistically.That means some aspects of the journey might require more automation through alerts or proactive support,wh
20、ere AI can extract information from documents and request confirmation,but the high-touch experience is valued its what the customer wants.Question:How can automation improve customer engagement?R.Guha:On the interaction side,engagement is significantly improved when customers choose their channel o
21、f choice and are proactively supported or interacted with during their engagement.This could be through chat,a pop-up,or an offer to connect on the phone.Therefore,convenience and choice are essential.Similarly,the less an enterprise needs to ask of a customer in terms of additional information,the
22、better the experience.On the transparency side,customers want to be updated throughout their journey.Amazon has done a wonderful job in this area,offering transparency and updates at every stage of delivery or refund.This is what customers want in their other interactions,too.It also means not just
23、linking a customer to a document or a resource in answer to a query but ensuring these resources address the question asked.However,that is not always the case.Question:Conversely,what positively influences customer engagement?Senior Director,Product ManagementR.Guhafor AssistEdge Platform,EdgeVerve
24、2022 EdgeVerve Systems Ltd.062022A global telco,the largest operator in New Zealand,was truggling with a very complex IT system landscape due to both organic evolution as well as M&A activities over a period of time.In particular,the application ecosystem had multiple technology stacks due to acquis
25、itions,which resulted in multiple operational challenges for the contact centers.About the Company The operational complexity impacted the companys ability to understand the“whole of customer view”and significantly limiting product cross-sell and up-sell opportunities.ChallengeWhile automation initi
26、ally focused on cutting costs by streamlining and connecting process execution more efficiently,forward-looking operations quickly recognized the value of data analytics resulting from automation to identify new opportunities for revenue generation.“Disparate techstacks make analytics a challenge ca
27、use loss of potentialrevenues.”Improved revenue generation through analytics2022 EdgeVerve Systems Ltd.08Improved revenue generation and enhanced customer experience01Uplifted revenue by$200/agent/day02Improved touch point NPS from-27%to+54%03Reduced rejected orders from 13.6%to 0.3%04Reduced AHT fo
28、r customer relocation by 56%05Increased sales to fulfillment conversion by 12%06Reduced repeat call rates by 30%07The opportunity lay in providing a single customer view,with comprehensive information and insights,by integrating multiple Applications acrosstechnology stacks.The viability of the appr
29、oach was initially established through a Proof of Concept.The automated solution was then deployed within three months,resulting in a quick ROI and delighting stakeholders.Along with enhancing the customer experience,automation improved agent productivity,leading to:Solution2022 EdgeVerve Systems Lt
30、d.08The Experts weigh in:Improved Revenue Generation Through AnalyticsQuestion:What are key analytics in support of revenue growth?Shrikant Deo:The E2E customer journey is critical here,and understanding where bottlenecks create pain points and drive opportunity cost in terms of lost revenue.This mi
31、ght start with customer journey analytics but extend to process and task-levelanalytics.A functional dashboard can combine all of these to highlight key metrics,which can be drilled down to the process and task level to identify blockages.R.Guha:It depends on the type of industry.Customer acquisitio
32、n might be enabled by creating more targeted,personalized products and services,for example.Or upsells could be driven by the ability to reach out to customers with a broader menu of offerings.You can also see this from an execution perspective,where delivering fast-er-better-cheaper drives revenue
33、growth.But it needs to align with the line of business in order to support revenue growth.The game-changer here is to define a business problem or objective,and then view it through a data lens,which indicates the relevant metrics to be monitored.The opportunity is to capture these metrics and then
34、leverage tools to simulate predictive situations.That kind of modeling drives revenue opportunities.Start with customer engagement and interaction,and then follow the processes downstream.Associate,Product ManagementShrikant DeoEdgeVerveSenior Director,Product ManagementR.Guhafor AssistEdge Platform
35、,EdgeVerveShrikant Deo:The key is to start with an overall business objective that provides focus and links it to a robust and transparent data strategy.Specifically,though,you need to ensure all the relevant data is captured,recorded,and analyzed.That means driving data capture to the lowest level
36、of granularity,for example,through Process Discovery in task mining,which breaches these data blackouts.Question:Could you share some tips to get started?Question:What are the typical hurdles enterprises face in making better use of analytics?It might not be captured because its embedded in voice,or
37、Its based on how often the customer had to reach out for problem resolutionThe point is is that you need granular data to reflect every step of the journey,and there are still too many blackoutsShrikant Deo:One phenomenon is the concept of data blackout.What I mean by this is the data that defines t
38、he causation of customer churn,for example,is missing.You might see many customers calling in for support and a correlation to a large number of customers canceling service.But the data that describes what went wrong is missing.This can be for multiple reasons:2022 EdgeVerve Systems Ltd.092022 EdgeV
39、erve Systems Ltd.10“Automated invoice coding replaces manual effort with far-reaching consequences.”With over 75 years experience,a global multinational automotive manufacturer is playing a leading role in transforming the automobileindustry by leveraging the latest innovations.About the company One
40、 priority the organization identified was to automate the invoice coding process,which was still being managed manually by its employees.This involved logging into the portal to read the invoice description,analyze the repair code,and manually edit coding as required.In the case of multiple repairs,
41、appropriate segmentation was also conducted.Employees were also manually validating the rates per customer contract,with reference to catalog rates and customer history.Errors naturally occurred as a result of the manual element.Based on this process,each invoice could take up to 10 minutes.The enti
42、re process consumed 13,500 manual hours/year.ChallengeImproved digitization through scaling of Intelligent Automation solutions01Saved 3,000 hours/year02Generated$138K/annum incremental profit by additional fleet billing2022 EdgeVerve Systems Ltd.11The automation solution was a good fit,as the bot a
43、utomatically logged into the portal,read the invoice description,and applied text search rules for repair code and repair type,in order to adjust the coding as required.In the case of multiple repair types,the bot created or edited segments,too.The added utilization of Machine Learning algorithms to
44、 validate rate per history,service-level agreements,and catalog entries,was a critical factor in improving processing.As a result of automating and streamlining the invoice coding process,the organization:SolutionAutomation enables additional digital validation through ML algorithmsAssociate,Product
45、 ManagementShrikant DeoEdgeVerveSenior Director,Product ManagementR.Guhafor AssistEdge Platform,EdgeVerveThe Experts weigh in:Improved Digitization Through Scaling of Intelligent Automation Solutions2022 EdgeVerve Systems Ltd.12Question:What are the common inhibitors that prevent automated processes
46、 from scaling?Shrikant Deo:One of the problems is the lack of maturity in technology,which impacts the scope of automation.This limitation in technologies means that,often,only a small part of the actual process is automated.The other parts lack a mature enough solution to enable automation.As much
47、of the process requires human intervention,the scope for scaling is of necessity limited by this bottleneck.The second factor is the criticality of the process.Many enterprises dont feel comfortable completely automating mission-critical processes or those linked to regulatory issues.It comes down t
48、o trust they want to retain a human level of engagement.And third,is that infrastructure issues can become inhibitors as automation scales.The IT infrastructure or underlying applications,for example,might limit automation scaling because of slowdowns as the number of users tips over a certain level
49、.Question:What are some of the tips to get started?R.Guha:The first tip is to continuously monitor what has already been automated,to ensure trust in the program is not lost.Systems are constantly changing,so its important to monitor current automations to remain in control and not overlook any gaps
50、 that might develop as applications are updated,or systems switched.The second is a more robust governance mechanism to both manage and communicate the value of automation.As automations are scaled,it becomes critically important to drive cultural awareness that supports change.This change needs to
51、be supported at both the individual as well as process level.A third tip is to proactively manage risk by being aware of where and how things can go wrong and planning accordingly.Its essential to proactively manage and control what can and often willgo wrong.That means knowing the potential damage,
52、where it applies,and how to react.Preparation is everything.2022 EdgeVerve Systems Ltd.13One of the oldest and largest US-based financial institutions offers a broad range of retail and commercial banking products and services to individuals,small businesses,middlemarket companies,large corporations
53、,and institutions.About the company Amid COVID-19,the company found itself having to review and approve 25K+loan applications a week.They also faced an unprecedented surge in Paycheck Protection Program(PPP)Small Business Administration(SBA)-related loan applications.This involved a few additional s
54、teps,such as authenticating the small business enterprise applying for the loan,and extracting criticalemployee payroll data needed to approve the loan application.ChallengeImproved data access by converting unstructured data into digitized structured format“COVID-19 spike in business required quick
55、 adoption ofautomation,requiring digitized data.”Implementing automation proved to be a game-changer.The bank utilized an automation and AI platform with the integrated computer vision capability to accelerate loan processing for PPP SBA loans with a very high degree of accuracy.The automation softw
56、are crawled through loan application database(25K+loan application folders,with over 100K documents)to find and extract only the necessary documents for processing the loan.The bots also processed a variety of documents submitted by borrowers in various formats to extract Payroll information.Finally
57、,the software also assembled wage data with related information for traceability and audit.The solution delivered a simple system for validation,as well as an automated loan approval process and system enabling solution design,without any need for data or system integration.As a result of improving
58、data access,the bank was able to:Solution2022 EdgeVerve Systems Ltd.5Served a large number of impacted customers by getting them access to PPP SBA loansAchieved ca.90%data accuracyScaled the operation to extract information at the speed of 15,000 digital forms per hour,allowing for quick
59、automated loan dispositionAccelerated loan processing while adhering to stringent risk/audit requirementsProvided traceability for risk and audit,both now and in the futureA digital data strategy supports processing and improves risk-management and auditThe Experts weigh in:2022 EdgeVerve Systems Lt
60、d.15Question:How much of enterprise data is still unstructured/non-digitized,and how can this be improved?R.Guha:The consensus is that 80-70%of enterprise information is unstructured because it is trapped in images,emails,verbal exchanges,etc.Even though data is structured,it can be hard to access a
61、cross groups or divisions because the traditional enterprise was built around efficiency,not around customer journeys.Moreover,when the same data is stored in different groups,the duplication is not always apparent as customer service may have different terms for a specific data than the supply side
62、;or its meaning is different.The limitation in this area can be down to technology,policy,or security issues.The first step should be to establish the rationale around why data needs to be available,to bring alignment.Once you have that shared understanding around the need to have a common vocabular
63、y and why you need to frame data in terms of whatit means from a customer journey perspective,its a lot easier to work out the security implications,policy,and technology needs.So the takeaway is to shift the organization from a process to a journey view.Improved Data Access by Converting Unstructur
64、ed Data into Digitized Structured FormatAssociate,Product ManagementShrikant DeoEdgeVerveSenior Director,Product ManagementR.Guhafor AssistEdge Platform,EdgeVerve2022 EdgeVerve Systems Ltd.16Question:Is this about getting a more sophisticated OCR?R.Guha:It starts before data enters the enterprise.Fo
65、r example,at the point of capture where a customer is doing this,you can use the customer for data validation using innovative UX and gamification.You dont require the customer to fill out anything;just confirm(and update where necessary)the data.The customer thus becomes the primary quality control
66、 for data.Therefore this is about reengineering the process to save time and improve quality.Shrikant Deo:Another thing to consider is that there is a significant difference between front office data from customers and back-office data from partners or suppliers.Customers can be incentivized.As R.Gu
67、ha mentioned,customers can be incentivized to send digital data,and I think this will pay off.But in the back-office its a bit more complicated.Remember that weve been talking about digitization in the back-office for more than 20 years since the early days of EDI,but we still havent gotten far enou
68、gh because of the complexity.The technology needs to mature significantly before we can see the value in this.Question:What prevents data from being digitized?R.Guha:The main challenge is to eliminate paper and shift to a structured data format instead.And the way to do that is by changing processes
69、 and policies.For example,wet signatures are still broadly required,but the experience during the pandemic showed us that its possible to operate without them.Shrikant Deo:I would reinforce that regulations are still a big hurdle.Many countries still require paper documents to be filed as part of re
70、gulatory audits.Until that changes,the push towards digitization will be slowed down.2022 EdgeVerve Systems Ltd.17A US-based,150-year-old,Fortune 100 enterprise offers premium financial products worldwide.About the company They were keen to automate.The company was convinced this process was a good
71、fit for automation.Before implementation,however,it wanted to validate fit through a Process Discovery solution.The company had also estimated average AHT was 15 mins and wanted to validate this finding along with SOP compliance.They also wanted to identify other processes ready for automation.Chall
72、engeImproved transparency over processefficiency through Process Discovery“Process Discovery experience provides granularempirical data and insights needed to gauge automation fitment.”As a result of leveraging a Process Discovery tool that integrated Artificial Intelligence to capture empirical dat
73、a and task level details,the organization was able to validate the fit of the process based on visual mapping.The tool also analyzed the empirical data to generate the process insights,interactive process maps,dashboards,and provided an automation blueprint.With all this information,the company was
74、able to make the right decision regarding fit.As a result of Process Discovery-based insights,the companySolution2022 EdgeVerve Systems Ltd.1801Identified 70 disparate execution paths02Highlighted 10-140 minutes as AHT range04Identified process standardization and employee training needs05Estimated$
75、189K in savings based on process standardization03Uncovered process bottlenecks such as diversion from SOP path,and use of disparate applicationsMost companies dont know the true nature of their processes.Transparency offers multiple additional benefitsR.Guha:No matter where you want to get to,you n
76、eed to know where you are today,first.This requires better transparency over your current processes a top to bottom view,starting with business objectives and business process metrics,and then digging down to task and key stroke level to see whats happening.This helps trace a break in service to the
77、 root cause for instance,a mistake made by an individual or a broken process.The main benefits of data in this respect include automation and driving process re-engineering,improved compliance based on monitoring,and even identifying gaps in learning to drive skills training.Question:Whats the value
78、 of discovery in terms of driving critical business data?2022 EdgeVerve Systems Ltd.19Improved transparency over process efficiency through process discoveryThe Experts weigh in:Associate,Product ManagementShrikant DeoEdgeVerveSenior Director,Product ManagementR.Guhafor AssistEdge Platform,EdgeVerve
79、Shrikant Deo:As R.Guha said,the opportunities for improving efficiencies lie inautomating,compliance,reengineering,optimization,etc.But this requires an end-to-end view and a holistic evaluation of opportunities.Process Mining covers the process part of it,but Process Discovery covers the past aspec
80、t.Together they provide the E2E view that drives the appropriate recommendations and insights.Question:How do you evaluate a fit for improving efficiency?2022 EdgeVerve Systems Ltd.20Question:What are some of the hurdles to effectively deploy Process Mining/Process Discovery?Shrikant Deo:A common hu
81、rdle is identifying the right candidates for Discovery and Mining.E2E processes represent multiple tasks,but which are the tasks that should be targeted?The solution is to combine Mining and Discovery tools:Mining gives a high-level view,and high-level pain points that highlight inefficiencies,and D
82、iscovery offers more granular insights on whats driving this.A second hurdle is an extent to which organizations allow users to record data due to stringent data privacy and security regulations so that it can be mined or discovered by software.This is,first and foremost,a technology problem,as well
83、 as a trustproblem.The solution to solving the tech problem by investing heavily into security and data privacy aspects;but at the same time,we need to build trust through highlighting certifications and also showcasing case studies,where clients with similar concerns saw these resolved to their sat
84、isfaction.Vice President and Global Product Head2022 EdgeVerve Systems Ltd.21Enterprise transformation reinforcesAutomation SingularitySateesh Seetharamiahat EdgeVerveApproaching automation as a holistic,intelligence driven exercise creates a range of advan-tages.The rise of future worker,an idea th
85、at we have been bullish about for a while,will play a central role as enterprises embrace hyper-automation and hyper-personalization at scale.By combining the efficiency and accuracy of a digital worker with the empathy and creativity of its human counterpart,the human-digital twin does not just sup
86、port decision making,but can even help automate the process.We believe that this concept will drive the future,and thats why it is a critical component of our overarching solution design philosophy Automation Singularity.We define Automation Singularity as a highly customer-centric and agile-oriente
87、d state of constant improvement and optimization through the future workforce,opening up an expanded horizon of possibilities.In this scenario,human specialists drive customer orientation using their creativity and empathy,and are complemented by digital workers with extreme productivity and consist
88、ency.Automation Singularity serves as a beacon for enterprises to conceive,design,structure,and deliver products and services.The idea of Automation Singularity is a journey,where a variety of automations(including attended and unattended)along with AI capabilities unleash unprecedented value,touchi
89、ng every process,every employee,and every system in the enterprise.Our experience of working with large enterprises across the globe pointed out the need for an enhanced vision of automation that drives both expansion and profitability.By bringing human and evolved digital workers closer together th
90、an ever before,Automation Singularity creates a transformative blend of advanced capabilities to build the future enterprise.2022 EdgeVerve Systems Ltd.22It is a journey that broadly comprises three stages:Deterministic Automation,Intelligent Automation,and Autonomous Operations.As companies progres
91、s along this continuum,they move from a human-only workforce to a human-digital twin,at the same time evolving from rudimentary process-level data to more sophisticated process-contextual data.The result is that deterministic operations become more contextually-driven and dynamic.We believe that our
92、 vision for Automation Singularity signals the next era for enterprises looking at end-to-end process optimization.However,the quality of execution is every bit as important perhaps even more so than understanding the idea.Consequently,our roadmap to achieving Automation Singularity features three k
93、ey disciplines:Discover,Automate,and Orchestrate.Together,these ensure maximum effectiveness at every stage of automation maturity.This is driven through our Automation platform,AssistEdge,a leader in RPA,known for its cohesive and enterprise-grade capabilities.SummaryWe wish you good luck in implem
94、enting these technologies and other opportunities within your organizations in the year ahead.Certainly,Intelligent Automation has many times over proven its efficacy when it comes to improving customer experience,driving new revenue opportunities,supporting digitization across an enterprise,improvi
95、ng datas value add,and last but not least:offering the transparency that is sorely needed at a time when seeing a problem leads to solving it.We wish you good luck in implementing these technologies and other opportunities within your organizations in the year ahead.Certainly,Intelligent Automation
96、has many times over proven its efficacy when it comes to improving customer experience,driving new revenue opportunities,supporting digitization across an enterprise,improving datas value add,and last but not least:offering the transparency that is sorely needed at a time when seeing a problem leads
97、 to solving it.2022 EdgeVerve Systems Ltd.2022 EdgeVerve Systems Ltd.About EdgeVerveEdgeVerve Systems Limited,a wholly-owned subsidiary of Infosys,is a global leader in developing digital platforms,assisting clients to unlock unlimited possibilities in their digital transformation journey.Our purpos
98、e is to inspire enterprises with the power of digital platforms,thereby enabling our clients to innovate on business models,drive game-changing efficiency and amplify human potential.Our platforms portfolio across Automation(AssistEdge),Document AI(XtractEdge),and Supply Chain(TradeEdge)helps inspir
99、e global enterprises to discover&automate processes,digitize&structure unstructured data and unlock the power of the network by integrating value chain partners.EdgeVerve,with a deep-rooted entrepreneurial culture,our innovations are helping global corporations across financial services,insurance,re
100、tail,consumer&packaged goods,life sciences,manufacturing telecom and utilities,and more.EdgeVerve.Possibilities UCopyright 2022 EdgeVerve Systems Limited,Bangalore,India.All Rights Reserved.This documentation is the sole property of EdgeVerve Systems Limited(“EdgeVerve”).EdgeVerve believes the infor
101、mation in this document or page is accurate as of its publication date;such information is subject to change without notice.EdgeVerve acknowledges the proprietary rights of other companies to the trademarks,product names and such other intellectual property rights mentioned in this document.This doc
102、ument is not for general distribution and is meant for use solely by the person or entity that it has been specifically issued to and can be used for the sole purpose it is intended to be used for as communicated by EdgeVerve in writing.Except as expressly permitted by EdgeVerve in writing,neither t
103、his documentation nor any part of it may be reproduced,stored in a retrieval system,or transmitted in any form or by any means,electronic,mechanical,printing,photocopying,recording or otherwise,without the prior written permission of EdgeVerve and/or any named intellectual property rights holders un
104、der this document.About AssistEdgeAssistEdge,the cohesive automation platform brings to life your vision of building a connected enterprise-connecting people,processes,and data.It offers enterprises a comprehensive suite of products enabling them to drive process discovery,intelligent automation,and
105、 digital workforce orchestration enterprise-wide.Consistently rated as a leader,AssistEdge supports over 100 global customers in their automation journey powering some of the largest global automation implementations.EdgeVerve.Possibilities U AssistEdgeAssistEdge,the cohesive automation platform bri
106、ngs to life your vision of building a connected enterprise-connecting people,processes,and data.It offers enterprises a comprehensive suite of products enabling them to drive process discovery,intelligent automation,and digital workforce orchestration enterprise-wide.Consistently rated as a leader,A
107、ssistEdge supports over 100 global customers in their automation journey powering some of the largest global automation implementations.EdgeVerve.Possibilities U the Shared Services&Outsourcing Network(SSON)The Shared Services&Outsourcing Network(SSON)is the largest and most established community of
108、 shared services and outsourcing professionals in the world,with over 170,000 members.Established in 1999,SSON recognised the revolution in support services as it was happening and realized that a forum was needed through which practitioners could connect with each other on a regional and global basis.SSON is a one-stop shop for shared services professionals,offering industry-leading events,training,reports,surveys,interviews,white papers,videos,editorial,infographics,and more.https:/ enterprises with thepower of digital platformsPossibilities U