Somnath Mukherjee, VP - IT, Teleperformance D.I.B.S.
“The biggest priority at this point for us is to actually integrate all of the applications which are running within the environment. These are essentially in silos. As we are in a customer satisfaction industry and customer service industry, the challenge, which we face today is in providing customer services, the information available for the end users is in a discrete platform. So, unless those are in a cohesive manner available for them, the customer satisfaction is not going up to that level. So the biggest challenge for us is to integrate all of those platforms into one.
What we are primarily trying to do is, we are building certain middleware application to actually integrate all of those different applications. Another thing which we are planning to do is that most of our platforms are still on premise. So, we are trying to adopt cloud because that is one of the big things in today's industry for scalability. That is the second priority. The third priority is to automate processes which are more mundane and repetitive jobs through RPA.”
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