What is Business Process Automation (BPA)?

Business Process Automation (BPA) (or Business Process Management (BPM)) refers to the use of technology to automate business procedures and streamline manual tasks and processes to save time on repetitive tasks to reduce costs caused by human error and increase efficiency within an organization.

Often, companies invest in business process management software to build automation into everyday processes concerning content management, document management, purchase order management, employee onboarding, and customer support.

BPA uses a combination of automation software, automation tools, and automated processes to improve workflow automation, playing a pivotal role in a contact center’s digital transformation. TTEC combines decades of contact center expertise with proven process automation systems and business process automation solutions to guide our clients through strategically sound digital transformation.

Additional Business Process Automation (BPA) Resources

BPA vs. RPA vs. RDA, Oh My! Here are the Differences and Similarities: When done well, business process automation (BPA) embraces technology that creates effortless experiences for employees and customers alike, and prepares employees with the tools they need so they’re well-armed and prepared to hit the ground running when volume surges hit. Whereas BPA look to streamline processes holistically, robotic process automation (RPA) and robotic desktop automation (RDA) can help organizations by streamlining departmental and individual tasks. In this article, learn more about BPA, RPA, and RDA.
Contact Center Automation: Tools and Trends for the Decade Ahead: Technological advances in business process automation (BPA), AI, and machine learning (ML) are literally changing the face of customer care. However, just because you can automate something in the contact center doesn’t mean you should. In this article, we explain the most important approach to successful contact center automation, outline some of the main types of contact center automation tools being implemented in contact centers, and discuss the benefits of an optimized balance between humans and AI in your CX automation approach.
Your Business Process is Not Your Customer Journey : The customer journey typically starts days, weeks, or months before they interact with your business, and frequently continues long after they left your premise, social media channels, or website.
Don’t Automate Your Way to Obscurity: Left unchecked, automation may commoditize the entire sales, service, and customer support process. Propel your CX forward with an intelligent combination of workflow automation and human interactions.
Intelligent automation vs. RPA: Avoid these common mistakes: Customer service is demanding. Contact center associate needs to handle complex applications, digital processes, and user interfaces, all while trying to increase customer satisfaction. Intelligent automation and robotic process automation (RPA) help free associates from simple, time-consuming tasks to focus on meaningful, high-tier, and often stressful customer requests. But even modern tools can be damaging for the employee and customer experience if used at the wrong place and time. In this article, learn common mistakes (and how to avoid them) when implementing contact center business process automation.
Automating Claims Increases Accuracy Up to 80%: Learn how a leading global financial services firm strengthened its auditing and tracking capabilities with process automation software and other automation tools.
Contact Center Automation = Good, Fast, AND Valuable: Learn how to achieve triple digit ROI with better business process management and intelligent workflow automation.