Sitel Group joins hand with UiPath to transform customer experience with Hyperautomation

UiPath and Sitel Group have announced to combine Sitel Group’s experience and customer-centric approach with the UiPath end-to-end platform for hyperautomation. Together, the companies are transforming CX and enabling tailored, powerful digital solutions for brands around the globe.

Through this partnership, Sitel Group and UiPath enable thousands of associates across the world to better meet and support the rapidly changing and unique demands for the group’s 400+ clients. This technology further empowers Sitel Group’s agents to closely focus on each customer’s needs while automation helps agents optimize their time spent with customers, increasing interaction efficiency and driving greater customer satisfaction and loyalty.

Not only will this technology improve agent operational metrics, in some cases it can also reduce agent involvement altogether by triggering an automation flow to handle events that don’t require human intelligence, problem solving and empathy. This orchestration reduces manual labor and enhances CX by driving quicker and more accurate resolutions.

Ryan Maund, Chief Product & Innovation Officer, Sitel Group, says, “As a global CX leader, we are committed to transforming our industry by delivering superior customer experiences powered by leading digital technologies. Through our partnership with UiPath, Sitel Group’s agents, whether at home or on site, can improve productivity in real time and focus on what matters most: the customer.”

The growth that UiPath has experienced is the result of its easy-to-use, scalable and open platform that allows everyone – from RPA developers and testers to citizen developers and business end users – to collaborate and put automation squarely at the core of everyday work. With capabilities that support every phase of the automation lifecycle and deployment options that give organizations immediate management of their robots, UiPath is bringing automation to the Business Process Outsourcing (BPO) industry by enabling employees to both engage in the automation process and benefit from working alongside robots every day.

Eddie O'Brien, Senior Vice President Operations and Partners, UiPath, comments, “The BPO industry has a massive opportunity to transform and optimize business operations. Those organizations that leverage the latest technology will be the businesses that thrive in today’s environment. UiPath is pleased to partner with Sitel Group by providing our hyperautomation platform which will play an important role in the delivery of innovation through digital transformation for their customers.”