The era of Digital Labor is here.
There can be no doubting the impact that is having on the world of people based services. If we look back at the history of outsourcing, we have broadly seen its development in 5 phases, as shown below;
As we enter the domain of On-Demand sourcing, Digital Labor is both the disruptor and the enabler.
It will create opportunities for challengers and exciting new business will emerge. Technology companies, such as Thoughtonomy, but also providers of managed and outsourced services who will rapidly build their offerings unencumbered by the need to employ armies of people, and who can very quickly deliver real business value to clients and challenge the established providers of services.
But, it will also enable the transformation of existing business.
Those who are prepared to be bold, to sacrifice existing legacy delivery models or cash-cow revenue streams and to move rapidly in service transformation – those who have customer relationships, domain and industry knowledge, have the opportunity to transform themselves into leaders the delivery of digital labor-based outcomes.
The accelerant in this new wave is intelligent Robotic Process Automation (RPA). The frictionless nature of RPA technology allows software based Virtual Workers to operate existing applications alongside human resources, allows iterative transition of work from human to digital staff, and facilitates rapid realisation of cost and efficiency benefits without capital expenditure.
RPA is software, but should RPA procurement be treated like a software purchase?
As evidenced by the oft-quoted disruptors such as Uber and Airbnb, we live in an as a service economy and a world of digitised, consumerized services. Virtual Workers, if the concept is delivered correctly, should be considered as a resource. And in today’s world, resources should be consumed “as a service”.
Thoughtonomy’s Virtual Workforce platform was architected, designed and built to be delivered as a service. A SaaS platform which considers Virtual Workers as resources, available on demand, and capable of delivering any work which they have been “taught” to execute, and a which combines the execution of RPA with the delivery principles of cloud, and the machine learning and cognitive functionality of artificial intelligence (AI).
One significant beneficiary of the Virtual Workforce platform, and an organisation who have recognized and embraced the opportunities available for transformation of existing outsourcing services, is Computacenter. Computacenter are Europe’s leading IT outsourcer, with European shared service operations in locations including the UK, Germany, Spain and France, and further afield including Cape Town and Kuala Lumpur. Their multilingual service desks support over 1.2 million users worldwide, and handles over 8 million inbound requests a year.
The Next Generation Service Desk offering was designed to transform the delivery of outsourced service desk services and implement technology to underpin an automated operation and a digital consumer experience. With an international client base, the solution needed to be location, language, technology and customer independent.
Utilising Thoughtonomy’s Virtual Workforce, Computacenter are delivering automation of over 89% of addressable activities, and have driven an increase in online service interaction from 9% to 61%. The solution is delivering value to clients across 9 European countries in 27 languages, and as they roll out across existing clients and services, has a clear roadmap of further automation and continual service improvement.
Click here to find out how Thoughtonomy’s Virtual Workforce can transform your people based services.