Xerox Announces New Robotic Process Automation Offerings
May 29 2015 - 7:05AM
Business Wire
New tools significantly accelerate client transition to process
automation
Xerox (NYSE:XRX), a leader in diversified business process
services, is enabling accelerated adoption of robotic process
automation (RPA) services with the latest expansion of its
automation software portfolio.
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Automation has reached an inflection point in the business
process outsourcing (BPO) industry where mature automation tools
are now readily available to redesign routine, manual tasks –such
as data entry – roles typically performed by humans who can now be
re-deployed to higher value roles.
As more clients seek to accelerate their adoption of automation
tools, Xerox’s new, packaged offerings enable faster deployment,
scalability and time to value. The first tools of the automation
package are being provided as part of the Xerox® ClearSight™ suite
of products and include:
- Xerox ClearSight™ Automated
Intelligence Xerox developed this general purpose software to
mimic human actions by routing or processing data based on specific
rules. The software works with any data source (i.e. emails,
spreadsheets) and can be programmed to perform simple routines to
complex processes.This software creates a user interface or
communication link that can read data entering a specific process
through a business app, web app or contact center and can direct
the data to the appropriate application or process.
- Xerox ClearSight Case Management
This robotic software controls the business process workflow plus
what the users see on their computer screens, creating an
easy-to-use, fully integrated product that can be deployed in
various industries. For example, this software application can be
used to train customer care agents and to help respond to callers’
inquiries. The application eliminates the need for extensive agent
training on where to find the answers to common customer
inquiries.When handling a call, the application knows where to
retrieve the correct information while recording/logging
information from the entire call for future calls. This tool
organizes information by topic and delivers it to the agent’s touch
screen as an icon for easy access. Agents can focus on callers
instead of multiple software and legacy applications
“Xerox has long been a leader in process automation, supported
with hundreds of client engagements and many decades of R&D.
We’ve now made this experience more accessible and available for
mainstream deployment across multiple industries,” said Sue Watts,
chief operating officer, Xerox Global Capabilities. “Automation
will drive profound change in how business processes are conducted
while delivering tangible benefits – ranging from scalability to
accuracy to cost.”
Watts said Xerox is embedding automation tools throughout its
portfolio to support its full line of business -- from customer
care centers, to finance and accounting processes to the healthcare
sector. The company previously announced the benefits of workflow
automation on its managed print services when it unveiled Xerox
managed print services and workflow automation services.
Automation tools are already being applied with several clients,
including:
- Horizon Healthcare Services,
Inc. To improve the accuracy of claim transactions for New
Jersey’s oldest and largest health insurer, Xerox Automated
Intelligence was used to make enhancements to the claim coding
system, which helped to minimize errors and achieve an accuracy
rate exceeding 98%.
- State of New Mexico Medicaid The
Xerox Case Management software was introduced to the customer care
center that receives calls from Medicaid beneficiaries. The tool
allows customer care agents to focus on callers’ inquiries and
concerns rather than administrative tasks such as documenting the
details and background for the inquiry.
“Our focus on automation will allow us to deliver improved
productivity, expanded margins and efficiencies to client
operations while allowing staff to be redeployed to pursue creative
and innovative solutions to business challenges,” said Watts.
“We’re integrating robotic tools with human users so they work
side-by-side – and that changes how work is done.”
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About Xerox
Xerox is a global business services, technology and
document management company helping
organizations transform the way they manage their
business processes and information. Headquartered in Norwalk,
Conn., we have more than 140,000 Xerox employees and do business in
more than 180 countries. Together,
we provide business process services, printing
equipment, hardware and software technology for managing
information -- from data to documents. Learn more
at www.xerox.com.
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Xerox®, Xerox and Design®, and ClearSight™ are trademarks of
Xerox in the United States and/or other countries.
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version on businesswire.com: http://www.businesswire.com/news/home/20150529005059/en/
Media:XeroxKevin Lightfoot,
+1-214-841-8191kevin.lightfoot@xerox.com
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