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Automation

Automation Centre of Excellence

Today’s consumers anticipate a seamless and efficient experience, enhanced by user-friendly and intuitive technology. This fundamental customer expectation, combined with shifting demographics and preferences, is driving brands to prioritize the development of unique customer experiences. Additionally, the necessity to adhere to evolving regulations compels them to reflect on and reassess their operational frameworks.

One clear method to control expenses, boost productivity, and improve customer satisfaction is by promoting operational efficiency. Companies are progressively adopting automation to refine their business processes and rethink ways to strategically utilize human resources. This is where QTS Automation Centre of Excellence is crucial, offering a range of automation services and solutions to our clients. These services are categorized into four distinct areas.

QTS Automation Offerings

Throughout the years, QTS has adeptly merged its extensive experience in managing Digital Contact Centers for numerous large enterprises with its technology team to provide a unique customer experience through the implementation of automation solutions such as Chatbots and RPAs. QTS possesses the appropriate tools, partners, procedures, frameworks, and experts who are skilled in addressing business challenges, thereby not only achieving operational efficiencies but also improving the end-user experience. The primary Automation offerings include:

Automation Consulting Services

QTS offers a range of consulting services through a team of seasoned travel subject matter experts (SMEs) and business consultants:

  • Automation Maturity Assessment
  • Financial and Technical Feasibility
  • - ROI and Business Case Development
  • Automation Centre of Excellence Roadmap

Industry-oriented Automation

QTS RPA functionalities harness the forthcoming generation of software robotic technology to enhance business results. QTS has integrated its extensive expertise in the travel sector to create ready-to-deploy and customizable "Travel bots" for expedited market entry:

  • BSP Refund Application Management & Business Insights Bot
  • Hotel Rate and Contract Loading Bot
  • Invoice Processing & Posting to SAP – IQ Bot
  • Airline FAQs Conversational Bot

Conversational Automation

QTS conversational automation solutions address the increasing need for personalized and immediate customer service by utilizing Artificial Intelligence (AI) and digital technologies.

  • Intelligent chatbots
  • Reservation Management
  • Customer Query Management
  • Cognitive bots

Process and Workflow Automation

QTS offers robust capabilities in process and testing automation, supported by our team of specialists, certified automation testers, and seasoned support engineers. QTS is prepared to provide:

  • Workflow automation
  • QA Bots for Validation
  • Code Reviews and Corrections
  • BOT

Cognitive Abilities

  • Natural Language Processing (NLP)
  • Optical Character Recognition (OCR)
  • Speech Recognition and Transcription
  • Machine Learning

OUR PARTNERS

Our Methodologies and Approach

iTRIP & dWizard

In all Automation engagements and initiatives, QTS utilizes its proprietary Automation Methodology known as “iTRIP.” This methodology combines industry best practices with insights gained from various “consulting to commissioning” programs that have been executed across QTS clientele. The nine-phase “iTRIP” Automation Methodology is structured to guide customers from the initial exploratory phase of their automation journey to a Business as Usual (BAU) Automation Factory Setup, ultimately establishing a Centre of Excellence for enterprise-wide cross-functional adoption.

In a similar vein, “dWizard” serves as QTS’s proprietary library of reusable assets, comprising a collection of components that have been developed and utilized throughout various automation projects to significantly enhance the speed and efficiency of new deployments.

Our Engagement Models

QTS has successfully executed automation projects for a diverse clientele by utilizing several of the engagement models outlined below. Nevertheless, these engagement models are adaptable and can be tailored to meet the unique requirements of our customers.

Discover how QTS Automation Centre of Excellence (CoE) can assist Airline and Hospitality contact centers in mitigating the effects of Covid-19.

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