The Need to Fill RPA Job Positions Is Growing Exponentially
Perhaps one of the greatest concerns that has come with the implementation of automation in the workplace is that people would lose their jobs. However, the reality is that automation does not take jobs away from people. In fact, it is resulting in the creation of new jobs.
Robotic Process Automation (RPA) is one of the fastest-growing technologies in the world today and it is being adopted by many different industries, such as retail, automotive, telecom, healthcare, manufacturing, and oil & gas. RPA is being used to automate repetitive, outdated and, time-consuming processes, freeing employees to focus on higher-value tasks, such as nurturing customer relationships and exploring new sales opportunities.
However, RPA is doing more than helping employees engage in work that is more meaningful. It is also creating a significant number of new jobs. And since these types of positions are new, it means the demand is high and the salaries are competitive. The question is who are these jobs targeted at?
A wide range of opportunities
You might think that because RPA is a new technology, the jobs that are being created are strictly for technologists. However, that is not the case. There is actually a wide range of job types that are being created to ensure that RPA can be developed, implemented, and maintained at all levels of an organization.
There are many examples of the types of jobs that are coming available thanks to RPA. In addition to the development and building of RPA solutions, available jobs include business analysts, ethics specialists, business-IT liaisons, and champions.
Top jobs in RPA today
With so many RPA-related jobs, it’s helpful to know which ones are exceptionally hot right now and what skills are required to fill these positions. Here is a list of the most in-demand jobs related to RPA.
- RPA developers: An RPA developer is a person who writes the computer code to create the RPA software that automates work processes. They typically work with an analyst to understand what business processes would benefit most from automation and how those processes work. This requires skills and knowledge in the area of programming exception handling, control flows, and data structures and they must be able to understand how RPA is related to and drives business value.
- RPA architect: An RPA architect is a role that is often filled by the software developer. This is the person who oversees the planning and design behind the integrations and workflow that the developer is required to code. The skills and knowledge required for this include the ability to develop workflow diagrams and provide strategic documentation of each process before it is automated. They should also know when there is a more suitable traditional software solution that would be of greater benefit than RPA.
- RPA analyst: An RPA analyst is a role that can be filled by a business analyst who receives the proper training. The analyst is the person who looks closely at which
business processes are the best candidates for automation and works closely with the developer on this front. The skills and knowledge required include a solid understanding
of business processes and at least a basic understanding of RPA tools. They must also be able to create diagrams and presentations that illustrate the required workflows.
- RPA tester: An RPA tester is a person who oversees the ongoing testing of RPA once it has been deployed. This includes testing throughout the development lifecycle of the bot and the ecosystem in which the automated process exists. The goal is to create an error-free environment.
- Bot master: A bot master is a person who oversees the monitoring of the bots, particularly when these bots have been integrated with advanced artificial intelligence
(AI). Their primary role is to ensure that each bot continues to provide value for the organization, which requires them to have both software and hardware skills and the
ability to collaborate with technical, business, and executive teams.
- RPA champion: An RPA champion is a person who promotes RPA and its benefits throughout the organization, letting employees know what RPA is, how it will function in
their work environment, and what successes have been achieved. They will also be responsible for the education and upskilling of new teams as the technology is rolled out within the company.
Many of these roles are suitable for people who are already working in the organization or who have experience as business analysts, cross-functional liaisons, and Excel super users. This means that this new field of employment is ready and waiting for people who have a wide variety of skills to bring to the table.
RPA jobs at Tangentia
Tangentia is creating hundreds of jobs in the RPA space, particularly since they recently acquired Cycloides Technologies. This acquisition has nearly doubled the team capacity at Tangentia, as they seek to support their existing customer base in Canada and their growing customer base in India. With this goal at the forefront, Tangentia is planning to generate more than 100 new jobs globally.
For more information about joining the Tangentia team and to learn about the exciting career opportunities at Tangentia, reach out to Tangentia careers today.
What You Need to Know About Automation Debt
Automation is taking hold in businesses across a variety of industries. Slightly more than 90% of businesses are using automation on some level. But while 90% might seem impressive, it doesn’t mean these businesses are using automation to the extent to which they can or that they are tapping every automation opportunity. In fact, many businesses are facing automation debt.
What is automation debt?
Simply put, automation debt refers to a situation in which opportunities for automation exist but are not being realized. This includes individual tasks and processes that have been identified as candidates for automation but have not yet been automated and processes that have been put on the back burner because they are not expected to deliver a high return on investment (ROI).
It also includes complete processes that have not even been assessed for automation. This is particularly the case when it comes to processes that your competitors have already automated or scaled in order to become more competitive in the marketplace.
The impact of having automation debt
The reason automation debt has been named as such is because it is a form of debt in the sense that it puts your organization at a distinct competitive disadvantage. When you are experiencing automation debt, you won’t be able to scale as quickly or efficiently as other businesses that have adopted automation. In short, if you have not made automation a priority, you are limiting your organization’s growth and ability to reach its true potential.
However, there is another impact of automation debt that can significantly affect your business and it involves your employees. Employees are at the frontlines every single day and can often identify opportunities for automation that management cannot see. These are the people you want to be putting ideas forward, but they are not likely to do so if they know their ideas will be sitting in a backlog of other ideas.
Employees may see firsthand how automation solutions are based solely on financial considerations, rather than taking into consideration the value these solutions bring to the employee on a daily basis. On top of this, employees may hear about how automation is helping their peers at other companies. The result of this is a lack of engagement and a lack of enthusiasm for automation that can hinder future automation efforts.
How to eliminate automation debt
There are two key components to eliminating automation debt. The first of these is to bring employees on board right from the beginning. Ask them to offer up their suggestions of what processes would benefit the most from automation and take the time to assess these suggestions based on both value to the employee and to the organization as a whole.
Keep in mind that these employees may be very keen to learn new skills and have some of their repetitive daily tasks automated so they can find new ways to contribute to the success of your organization. When they are involved in automating key processes within your organization, everyone wins.
The second component that is required for a successful automation program is the ability to act quickly to bring automation into your organization. This will require you to have a solid understanding of your requirements and the best practices that will help you achieve your automation goals.
Having an automation partner who can work with you to create an automation plan is an important part of successful automation. They will help you identify the processes that are top candidates for automation, such as accounts payable, invoice processing, and employee onboarding. They will also be able to help you develop, deploy and maintain your automation solution so that you will be able to effectively scale it when needed.
The time to get out of automation debt is now!
Connect with Tangentia today and speak with one of our experienced team members about how we can help you eliminate your automation debt and build an automation solution that will ensure you remain at the top of your game.
Automation Anywhere Recognizes Tangentia as a Verified Services Partner
Toronto,CA, October 01, 2021 — Global digital transformation company Tangentia (https://www.tangentia.com/) has been awarded the recognition and accreditation from Automation Anywhere as a Verified Services Partner.
Unveiled this week by the Robotic Process Automation (RPA) software company, the partner program will seamlessly pair customers with vendors that possess the required expertise to implement Automation Anywhere’s solutions portfolio. In particular, this includes the recently-released cloud-native, AI-powered Automation 360 platform — one of the first solutions of its kind.
In order to qualify for the Verified Services Partner Program, a company must meet several requirements:
- Demonstrate core technical competencies in RPA.
- Hold the necessary Automation Anywhere certifications.
- Show a proven, public track record of successful customer automation projects.
For vendors, the program is a powerful competitive differentiator. In addition to being identified as a Verified Services Partner on Automation Anywhere’s website, participants are given access to several exclusive assets. These include:
- A dedicated expert from Automation Anywhere’s product success team.
- Early access to solutions roadmaps, templates, solutions, checklists, and other information resources.
- Qualified leads for services engagements.
- Preferred access to the Automation Anywhere helpdesk.
“The promise of automation is to transform the way we work today by enabling sustained productivity growth and energizing the workforce with higher-value work to improve both employee and customer experiences,” says Ben Yerulshami, Senior Vice President of Global Alliances and Channels at Automation Anywhere. “The Verified Services Partner Program will help our customers identify partners who have deep technical expertise with a strong record of driving customer success.”
“For over a decade, Automation Anywhere has maintained its position as one of the top RPA vendors in the world, and has been instrumental in our own success as a global RPA solutions provider,” adds Ashwini Hegde, Practice Manager for the Tangentia Automation group. Vijay Thomas, CEO of Tangentia said “We’re honored to be selected in Automation Anywhere’s Verified Services Partner Program. We look forward to seeing this partnership improve Tangentia’s capacity to empower, enable, and transform the processes and operations of our clientele.”
Tangentia is one of 20 initial Verified Services Partners, joining the likes of Accenture, Deloitte, and Infosys. In addition to delivering solutions utilizing Automation Anywhere Tangentia has built their own platform TiA (Tangentia Intelligent Automation), which harnesses the power of Automation Anywhere to deliver robust industry accelerators to enable the best automation practices for clients globally. With TIA clients can cut their journey to automation in half and start seeing ROI quickly.
Tangentia is a global digital transformation company headquartered in Toronto, Canada. It has over 18 years of experience in automation, B2B, and digital integration solutions. The company has efficiently managed digital transformation and B2B for 1000+ customers globally, including 13 Fortune 500 customers. Tangentia platforms handle over 10 billion USD/year in B2B and B2C transactions. Visit www.Tangentia.com to learn more.
Tangentia acquires Cycloides
Tangentia, a leading global digital transformation company, headquartered in Canada and with a presence in Goa in India, has recently signed an agreement for the acquisition of Cycloides Technologies in Kerala and Cycloides Inc Canada.
Bringing Cycloides into the Tangentia fold nearly doubles the team strength of Tangentia to enable new ideas to flourish while gaining new capabilities for off-shore product development and client delivery centers, a press release said here on Thursday.
Vijay Thomas, CEO of Tangentia says “We are committed to investing and expanding to multiple states in India to truly have a pan-India presence to not only support our global customer base but to also support our ever-growing base of customers in India. In addition to the newly combined team strength, Tangentia is planning to generate over 100 new career opportunities globally.”
Cycloides is the first Kerala-based IT company to have a contract with BMW Canada, Tune Protect (Air Asia subsidiary), Hospital Corporation of America (HCA), and many others. Cycloides created HCA’s world’s first Mobile Heartbeat development center and has also won other strategic contracts with H&R Block, CTS and Hitachi.
Through its local presence in Canada, India and USA, Tangentia has been able to provide its customers with a “Think Global, Act Local” delivery model.
Tangentia now boasts of 1000+ customers worldwide which include 13 Fortune 500 customers in 30+ countries. Tangentia proprietary platforms like Tangentia Gateway and TiA(Tangentia Intelligent Automation) manage transactions worth more than USD 10 Billion worldwide every year, which include processing B2B transactions for India’s largest retailer, the largest appliance manufacturer in the world and the largest beverage alcohol distributor in the world.The merger comes with the promise of a better tomorrow for all the stakeholders.
“Our merger with Tangentia is a fantastic match of an entrepreneurial mindset and complementary skill sets. With this acquisition, the employees, clients and partners of Cycloides will be part of a bigger network of operations and can access world-leading Tangentia solutions around Robotic Process Automation, Artificial Intelligence and B2B,” says Anil A R, former CEO of Cycloides and SVP, Strategic growth at Tangentia.
The company's presence across India has opened up job opportunities for aspiring candidates, who want to transform and contribute to the ever-changing dynamics of technology.This again isn't only restricted to Kerala or Goa or India but the whole world, further expanding and strengthening ties between India and Canada through employment.
This year, Tangentia is on a mission to ‘Take the Paper out of Paperwork’, which is strongly highlighted in their latest #PaperOutOfPaperwork brand campaign urging businesses to do away with tedious paper processes and switch to automation to foster business growth.
The pandemic has forced organizations to go digital which is quickly becoming the new normal. Against this backdrop, #PaperOutOfPaperwork strives to educate businesses about the use of automation in business operations such as saving time, money and resources, while increasing productivity and growth all by reducing the use of paper processes.
Tangentia’s acquisition of Cycloides will accelerate the mission to automate, innovate and make an impact.
RPA Transforms the Customer Experience in Contact Centers
Agents working in a call center are required to perform a wide range of tasks associated with customer care. Many of these tasks are repetitive and easily reproduced, making them ideal for automation. Robotic process automation (RPA), essentially a software “bot,” can tackle these tasks, freeing up employees to focus on customer engagement. In fact, The Harris Poll found that 46% of customer interactions are already automated, and they predict that number will be as high as 59% by 2023.
How RPA for Contact Centers Works
RPA in contact centers can perform both back-office and front-office tasks. When it comes to back-office tasks, the RPA bots are unattended, which means they can run without human intervention. These bots run continuously in the background, taking care of back-office tasks 24/7.
Bots that work on front-office tasks are attended bots. That means these bots are launched by a human agent and work alongside them to perform tasks that make the agent’s job faster and easier and allow them to put their focus on the customer.
Tasks RPA Can Perform for Contact Centers
RPA can be programmed to perform individual contact center tasks or groups of related tasks that ensure the end-to-end automation of entire processes. These can include:
- Routing calls
- Launching applications
- Searching for and extracting information from a variety of sources
- Making field entries
- Performing copy-and-paste actions
- Performing basic calculations
- Managing employee data
- Creating invoices and receipts
- Issuing refunds
- Preparing reports
The Difference RPA Makes in Contact Centers
With all these tasks and processes being performed by RPA bots, agents are able to spend significantly more time in direct engagement with the customer. In addition, these tasks and processes can be completed by RPA in a fraction of the time it takes a human to perform them, ensuring faster call resolution and decreasing call time. The result? A significant increase in customer satisfaction as they:
- Are routed to the right agent the first time
- Only have to provide their information once, even if they have to speak with another agent
- No longer have to wait on hold while the agent performs tasks
Use Cases for RPA in Contact Centers
With such a range of tasks that RPA can perform, there are many uses it can be put to. Here are some examples of use cases for RPA in a contact center.
Identify a customer in the system
When an agent gets a call from a customer, they must identify that customer in their system before they can do anything else. This requires the agent to navigate multiple systems that are siloed from one another to pull up the required information, from the customer profile to information related to their order, shipment or support ticket. This is a tedious process that takes time, leaving the customer waiting on hold while the agent does their work.
With RPA, the process of customer identification can be automated. The RPA bot can go into the required systems and pull up all the relevant information in just seconds by doing things like launching apps and making field entries. Meanwhile, the agent is able to stay on the line with the customer.
Update customer information
Once a call comes to its end and the customer issue is resolved, their order placed or relevant changes made, the customer’s information must be updated accordingly. This is another area where the customer has to wait for the agent to do these updates manually.
With RPA, the agent just has to enter these changes once. The RPA bot can ensure that information is integrated across every system that is relevant to the customer’s call. This is all done quickly and with minimal agent intervention.
Create summary scripts
These days, it is common for a summary script of a call session to be created and emailed to the customer for their records. For an agent to do this takes a significant amount of time during and after the call.
When RPA is given the task of creating the summary script of the call, the agent is freed up to really connect with the customer during the call. And since they don’t have to worry about finishing and sending the summary script after the call, they can move on to the next call more quickly, increasing their overall productivity.
How to Implement RPA in Your Call Center
RPA is a powerful tool in your toolbox when it comes to increasing customer satisfaction and your ROI. As such, you want to be sure you approach implementation the right way. This requires you to first identify your business and operational objectives and the tasks and processes that would make the most impact when it comes to reaching those objectives.
Once you have done this, you can then implement RPA and train the required bots to perform their tasks. This will involve bringing onboard an RPA partner who can help ensure you have the right bots that are programmed using a variety of tests cases to ensure they work as they should. These bots can then be brought online in a way that fits with your current systems and workflow.
RPA Shifts the Focus Back to Patients in a Variety of Healthcare Fields
When we think of healthcare, we often think of visiting our doctor or the hospital. But healthcare services encompass so much more, such as dental care, optometry, physical therapy, chiropractic, and massage therapy.
Each and every one of these is dedicated to focusing on patient care, but at the same time, each has an increasingly complex administrative load to deal with. Robotic process automation (RPA) can alleviate that administrative burden and help you put your focus back on your patients.
What Is RPA?
RPA is a technology that uses software “bots” that are programmed to complete specific tasks. These can be standalone tasks or a series of tasks that make up an entire process. The key is to implement RPA in the back-office and front-office in strategic areas in such a way that staff is freed up to focus their time and energy on high-value tasks that are directly related to patient care and nurturing patient relationships.
Challenges Faced by Healthcare Providers
Let’s get specific about the challenges faced by all healthcare providers, regardless of the field in which they operate. These challenges primarily come down to three main areas:
Experience, Knowledge, Expertise
EDI is not a monolithic discipline. Different industries have different data interchange requirements and must adhere to different regulations and standards. A vendor that understands one sector is not guaranteed to be knowledgeable about another.
- Patient management
- Data management
- Account management
All three of these areas of management are heavily reliant on numerous tedious, repetitive tasks that are time-consuming and prone to error when performed manually. However, when these tasks are automated, the result is processes that are done in a fraction of the time and are error-free, while staff and healthcare providers have more time to spend with patients.
Benefits of RPA in Healthcare
The benefits of RPA in healthcare are many and they have a significant impact on the ability of healthcare providers to offer the highest level of care. These benefits include:
- Easier appointment booking and tracking
- Quicker access to test results
- Increased patient participation
- Higher patient satisfaction
- Improved patient relationships
- Superior patient outcomes
- Reduced overtime worked
- Lower stress levels for healthcare providers and their staff
- Easy scalability for when patient loads increase
RPA in Healthcare Use Cases
Regardless of what medical field you are in, RPA can help in a variety of ways. There are many use cases associated with RPA in healthcare. Here are some examples.
Simplified Appointment Scheduling
The process of scheduling patient appointments is faced with challenges, whether the patients schedule their appointments online or the appointments are scheduled in the office. In some cases, there is a need to:
- Refer to patient data
- Align with the healthcare provider’s/clinic’s schedule
- Access insurance information
- Take into consideration other types of data, such as financial statements
Checking these various data sources and cross-referencing them to come up with the ideal date and time for the appointment is a time-consuming process when done manually. However, an RPA bot can check all these sources within seconds and find the earliest date and time that works when taking all relevant factors into account.
Patient Recall and Reactivation
Patients are notorious for neglecting to schedule their next appointment or following up with their dentist, optometrist, or other healthcare providers. Sending out reminder calls and texts manually is difficult, and many practices now have automated reminders. RPA can take this a step further by:
- Personalizing those reminders
- Creating and implementing a reminder campaign
- Reaching out to patients who haven’t been in in a long time
- Determining how often a patient needs to be contacted based on their health history
In fact, no matter what type of patient communication you need to implement, RPA can automate it for the greatest impact and the best ROI.
Streamlined Invoice Processing
Manually processing patient invoices is extremely time-consuming. The larger the healthcare company, the more challenging the task. With RPA, a bot can be programmed to automate the collection and processing of up to 90% of a healthcare provider’s invoices. This eliminates human error that inevitably makes its way into manual invoice processing and reduces the amount of disruption the business faces.
Take Advantage of RPA
Adopting RPA to improve patient, data, and account management is critical to the success of any healthcare provider, regardless of the field in which they operate. Best of all, you can customize your RPA solution to align with the specific needs of your healthcare practice.
To do this the right way, you need to take the time to define your operational, business and patient care strategies and then determine which processes are the best candidates for automation, starting with the two or three top candidates and expanding from there as needed.
To find out more about what RPA can do for your healthcare practice and how we can help, book a discovery call with a member of Tangentia’s automation team today.
Robotic Process Automation (RPA) Empowers Telecom Companies to Maintain Their Competitive Edge
The telecom industry needs robotic process automation (RPA) more than ever before. The industry has grown at a rapid pace over the past 20 years. It forms the foundation of every aspect of human life, from work to play. In the U.S. in 2020 over 62% of households had only wireless voice service, rather than a landline. Of those households with a landline, over 34% also had at least one mobile phone.
Telecom has become more than just a means to call a friend or business associate. People use their phones to shop, locate businesses, order takeout and keep track of their health and fitness. Businesses use mobile technology to keep in touch with employees no matter where they are, to inspire collaboration, and more. Telecom companies can keep up with this overwhelming demand with RPA.
Challenges Faced by Telecom
Aside from the fact that demand for telecom has grown in the past two decades, telecom companies face additional challenges. They need to offer their service at the most affordable prices and their service has to be the fastest, all while maintaining a high level of innovation. This has created an incredibly competitive environment in the telecom industry.
At the same time telecom companies must:
- Lower their capital expenditures (CAPEX) and operational expenditures (OPEX)
- Transition to being a digital service provider
- Update infrastructure
- Continue to create next-generation offerings for customers
- Be able to scale with ease
- Meet customer service expectations
- Support numerous products and services through multiple apps and platforms
Many of these challenges, and telecom operations in general, rely heavily on processes. And many of these processes are ideal candidates for RPA.
What is RPA?
RPA is software technology that is specifically designed to perform repetitive, rules-based tasks that are extremely time-consuming and error-prone when humans perform them manually. RPA operates in a similar fashion to its human counterparts. These software bots can be programmed to perform a variety of back-office and front-office tasks such as:
- Pulling data from a variety of sources
- Data entry
- Auto-filling forms
- Converting unstructured data into structured, usable data
- Storing and managing data
- Communicating with customers
- Managing customer accounts
The automation of these tasks has a significant impact on many processes within telecom. Processes are performed more quickly and with fewer errors, and they free up employees’ time to focus on tasks of higher value, such as direct customer engagement, collaboration, and innovation.
Use Cases for RPA in Telecom
There are many areas of telecom that can benefit from RPA, including those that directly affect customers and those that relate to back-office processes. Here are some use cases that demonstrate the impact of RPA.
- Inventory storage
- Shipping and handling
- Trade tariffs
- Smaller shipments
First Call Resolution (FCR)
When a customer calls in with concerns about their service or account, it can take a significant amount of time for an agent to retrieve the required customer information, enter data and update information as needed. This can make customer calls take a long time and it can be challenging to address all of a customer’s issues in a single call.
With RPA, the retrieval of information, updating of customer information, and data entry can be automated, making them go much faster and eliminating human error. This helps the agent focus on customer engagement and resolve issues faster, ultimately increasing customer satisfaction.
Responding to Partner and Customer Queries
Telecom companies typically have external partners who sell their services, and it is common for these partners to have questions and concerns. RPA can relieve human workers of many of the tasks associated with partner queries by scanning and interpreting emails, answering simple queries, and notifying a human worker of any queries that are complex in nature.
RPA is capable of performing the same tasks when it comes to customer queries, making customer service run more smoothly. The result is human workers who can work more efficiently and effectively to resolve partner and customer issues and provide better service, ensuring happier partners and customers.
Tracking Competitor Prices
Since telecom companies typically have their pricing structure and plan online, it is possible to determine what your competitors’ prices are and to monitor those prices on an ongoing basis. However, this is difficult to do manually. RPA can relieve human workers of the burden of tracking competitor prices by doing it for them. This is an asset to telecom companies trying to remain competitive within their industry.
Make RPA Work for You
The benefits of RPA in telecom are clear. The key is to get RPA working for you as efficiently as possible. To accomplish this, it is important to assess your operational objectives and determine where RPA can have the most impact in your organization. This makes it possible to customize an RPA solution that will suit the unique needs of your company.
Book a discovery call with a member of Tangentia’s automation team today and find out what RPA can do for your telecom company.