Driving Enhanced Customer Experience with Real-Time Back Office Intelligence

Frost & Sullivan has been paying close attention to the rise in the use of tools that are bringing about a step change in the efficiency and effectiveness of complex processing work typically undertaken within the
Back Office.

This Frost & Sullivan whitepaper is informed by a recent, major Back Office Workforce Optimization (BOWFO) market profiling exercise. It takes a more applied look at the key challenges that today’s Back Offices are facing, what BOWFO solutions can offer
to tackle these challenges, and details the current state and size of the BOWFO market. It characterizes what companies should look for in BOWFO solutions and vendors. Lastly, it profiles how one company, the Life and
Pensions Servicing Division of Business Process Outsourcing provider Capita plc, has benefited from deploying one vendors BOWFO suite, eg operational intelligence® to optimize its Back Office.


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