DevOps is a combination of cultural philosophies, practices, and tools that increase your organization’s ability to deliver applications and services at speed.

That is, it allows you to develop and improve products faster compared to organizations that use traditional software development and infrastructure management processes.

What happens under a DevOps model?

DevOps teams are no longer “siloed.” Sometimes, the two teams merge into one, where engineers work across the entire application lifecycle, from development and testing to deployment and operations. In this way, they develop a variety of skills not limited to a single function.

In some DevOps models, QA and security teams are also more integrated with development and operations and are involved throughout the application lifecycle.

Teams use practices to automate processes that had previously been manual and time-consuming. They use a stack of technology and tools that help them operate and improve applications quickly and reliably.

In addition, these tools help engineers independently perform tasks that would normally have required the help of other teams (such as deploying code or provisioning infrastructure), further increasing the speed of the team.

What DevOps brings to your organization.

1.- Speed

Advance and innovate for your customers faster, adapting better to changes in markets and becoming more effective in achieving business results.

The DevOps model enables your development and operations teams to achieve these outcomes. For example, microservices and continuous delivery allow teams to take ownership of services and update them faster.

2.- Fast delivery

Increase the frequency and pace of releases to innovate and improve your product faster.

The faster you release new features and fix bugs, the faster you can respond to customer needs and strengthen a competitive advantage. Continuous integration and continuous delivery are practices that automate the software publishing process, from creation to deployment.

3.- Reliability

Ensure the quality of application updates and infrastructure changes so you can deliver faster and reliably while delivering a positive experience to end users.

Use continuous integration and delivery practices to verify that every change is functional and secure. Monitoring and logging practices help keep you informed of performance in real-time.

4.- Scaling

Operate and manage your infrastructure and development processes at scale.

Automation and consistency help you manage complex or changing systems effectively with less risk. For example, infrastructure as code helps you manage your development, test, and production environments more repeatably and efficiently.

5.- Improved collaboration

More effective teams with a DevOps cultural model.

Developers and operations teams collaborate closely, share many responsibilities, and combine their workflows. This reduces inefficiencies and saves time. For example, the transfer times between developers and operations are reduced, when you write code that takes into account the environment in which it runs.

6.- Security

Move quickly while retaining control and maintaining compliance.

You can adopt a DevOps model without sacrificing security by using automated compliance policies, granular controls, and configuration management techniques. For example, when you use infrastructure as code and policy as code, you can define and monitor compliance at scale.

With more than 20 years of experience in digital transformation solutions in Latin America, at Itera we help your organization integrate its development and operation processes so that they advance at high speed.

Contact one of our experts!

seguridad@iteraprocess.com

Endless waits and poor communication are things of the past. The satisfactory customer experience is obtained as new technologies are incorporated that do not only require traditional human intervention, interacting efficiently to reach the solution without delays through various means of access and communication.

We know that seeking customer service is no longer exclusively a job of the traditional contact center or customer service team. What was previously known as a call center has become a multichannel Smart Contact Center, enabling an omnichannel interaction center, which gradually evolves into a customer experience (CX) center.

Therefore, this would be an overview of the challenges, solutions and transformations in the Smart Contact Center today and in the future.

This is linked to issues of costs, benefits, changing customer expectations, the role of customer experience as a whole, and the impact of technological evolution.

At Itera we focus on improving the customer experience by integrating everything necessary into a Smart Contact Center, the key ally that optimizes business relationships and with which more opportunities are discovered. It’s just a matter of taking care to the next level.

Calls made from smartphones to U.S. merchants are expected to reach nearly 162 billion by 2019. This represents a 73% increase since 2015.

Strong results

Excellence in customer service

So that attention flows in the fastest and most accurate way, until empathetic attention and effective solutions with low attention times are achieved. For this, it is necessary to leave the traditional Contact Center behind.

Few Risks

Minimize risks in the management and processing of information to comply with international standards, safeguarding the information with the necessary integrity to give customers confidence with their secure data.

Customer satisfaction

Maintain and increase customer satisfaction throughout the service phase. Through established and analyzed models that can give the customer a full vision of the way of operating, entering into continuous improvement in the service life cycle.

High availability

Guarantee the performance of the operation through the standardization of processes.

Backup with Cloud Infrastructure

Achieving high availability to users and payment only per use, providing the necessary and timely support on demand.

High sales

Generate a Chatbot to reduce complaints and increase sales to cover service during non-working hours and holidays.

Low costs

Ease of deploying your cloud infrastructure to minimize costs and increase performance. Without having the responsibility of maintaining an entire infrastructure and support on their own.

Robots are not necessarily as they are painted. In the case of Robotic Process Automation (RPA) we are talking about software that allows human beings to put aside monotonous tasks and whose vulnerability causes loss of time and money, even more so when making mistakes. That is to say that the RPA bots turn the complex and delicate into something simple, secure, and fast.

Imagine a tireless employee, who doesn’t complain, who doesn’t require breaks, who doesn’t get sick, who works non-stop and without making mistakes 24 hours a day, all week, all year round. That is a Software Robot, a virtual employee at our complete disposal and who follows specific rules.

However, when the finance and accounting area lacks automated processes, the risk is high because it is susceptible to human error. In such a scenario, resources and overtime are required to fully ensure that, for example, the supplier registration contains correct information.

To that extent, credit note reports are an inevitable nightmare. While the tasks of validating figures are inevitably synonymous with headaches. And, of course, the list goes on with the collection of transactions and other crucial data for the accounting close without considering the leaks of sensitive information.

But if we tell you why this should actually be a thing of the past? Since RPA software bots free you from repetitive and stressful tasks. Because with RPA technology you are one click away from consulting tax databases, fraud lists and delinquent customers.

The RPA effect on your organization is overwhelming. Why? Here are just five features of this fascinating universe of solutions:

• Automate activities based on clear and precise business rules.
• Minimizes the risks of human error.
• Increase the speed of response in your processes.
• It significantly benefits the processing of information and traceability of operations.

This is how RPA technology allows verifying and validating customer documentation that is submitted online, sending contracts and performing risk analysis. It is responsible for registering customers and suppliers, registering and generating invoices, pre-validating credits and even preparing reports on external portals. Its capabilities also include accounts payable automation and periodic monitoring of accounts receivable. It enables a world-class security and compliance environment by generating reports and insights.

With this kind of flow, the time for data processing is reduced from days to minutes. Ensuring regulatory compliance and the correctness of each component since it detects human error and fraudulent operations.

Security, speed and cost savings, that’s the effect that RPA causes. At Itera we lead your organization along the path of process optimization by increasing productivity in tasks that are no longer manual to be automated with this technology.

Is fatigue inevitable due to errors caused by a high volume of operations? Is there not enough time to process all the data effectively?

When processes are automated, paperwork and highly manual activity become the simple reminder of something complex and absurdly time-consuming.

RPA technology puts the focus on the essentials of the workflow, eliminating manual complications, providing agility and protecting it from human error. By managing data in your operations and facilitating the analysis of information, the possibilities expand by minimizing time and maximizing results.

Thinking about how software robots can benefit your organization sets the tone for some questions that help to have a clearer picture.

You might wonder which processes are candidates to be automated. To identify them, just answer three questions about the characteristics of your processes:

Do they register a high consumption of resources in repetitive tasks?

Do they take too much processing time on tasks that don’t add value to the business?

Do they experience a high impact from human error and rework?

In case you answered yes, then you now know where RPA can be implemented as a solution.

And to see results immediately, you can test RPA on low-complexity, high-impact processes. A way to establish the starting point to free employees from processes whose high demand prevents them from carrying out tasks of greater value to the organization.

An RPA bot significantly decreases operational costs, enables the availability of necessary information in real-time, and makes it possible for people to focus on more important activities.

EFFICIENT OPERATIONS

An example of automation with RPA that you can apply in your organization has to do with claims processing.

RPA software processes incoming form data, validating the different elements required. By following specific rules, it speeds up response times and mitigates the latent possibility of human error. The bot logs in, downloads, and verifies the claim information to upload it to the appropriate system. Only in the case of exceptions, it will notify a collaborator to follow up.

Another example is the automation of requests in IT systems, such as password changes. Instead of being a priority task for the person in charge of access management, RPA solves it quickly and securely.

And when it comes to managing a large amount of data, RPA is the bridge to migrate from manual to automated operations. Reducing in seconds a task whose value lies in analysis to make strategic decisions once the data is extracted, compiled and classified. Because in automated data management, the bot is responsible for entering the systems to perform these collection tasks and thus consolidate them into documents to be analyzed.

ADVANTAGES OF AUTOMATING

RPA is synonymous with disruptive innovation that achieves:

• Improve analytics and revenue
• Produce valuable insights
• Optimize delivery times
• Reduce errors
• Improve quality
• Generate efficient solutions

All this translates into greater competitiveness

At Itera, we know how to lead organizations down the right RPA route. Identifying ways to initiate or improve process automation in different areas with a focus on the business. By letting bots take care of repetitive tasks, transferring the high use of manual time, time that can be invested in higher-value activities.

Nowadays, all companies are facing the challenge of innovation to advance in digital transformation and in the way of doing business. One of the main solutions that allow progress in this direction are software robots that support the automatic execution of tasks performed by a human. This solution helps to be more efficient on a day-to-day basis, taking a competitive advantage over organizations that have not yet decided to transform.

This is Robotic Process Automation (RPA), a technology that uses software robots that emulate human operations in business processes in a non-invasive way with current systems, managing to automatically execute repetitive tasks that do not require human decision-making for their execution

RPAs have high flexibility and, therefore, are adaptable to the changes that are necessary in a short period of time, they do not need changes in their processes, Applications or Integrations, achieving a cost optimization of up to 60%.

The use of robotization solutions was already detected by Gartner as the first trend in 2020, introducing the concept in the hyperautomation industry.

Depending on the needs, an RPA can operate both in the cloud and on premise, which allows it to fit perfectly into a cloud migration strategy, achieving independence from physical systems and increasing scalability.

How is it implemented?

Stage 1: Evaluating RPA opportunities

Based on the objectives sought by the Business, it begins by carrying out a high-level evaluation of the possible candidate processes for automation, documenting the resulting efficiencies, as well as the opportunities for cost and time savings. This confirms whether the implementation of RPA is an alternative for achieving the expected objectives.

Stage 2: Create an implementation plan.

Within the strategy, the implementation plan is important to establish the steps to be followed. Within this implementation plan, it is advisable to consider the following:

1. 1. Start with simple processes to automate : It all depends on the initial efforts. For starters, simple processes where RPA will provide significant value.
2. 2. Ensure that existing processes are efficient: don’t start RPA implementation right away. If you’re willing to get the best results, ensure that existing processes are efficiently automated and fully optimized.
3. 3. Consider the scalability of the application and the support of Artificial Intelligence or Analytics: Companies are unaware of the fact of the number of bots deployed and how they work. When RPA adoption starts at a functional level, most companies can’t manage them. To ensure that bots are not retired, make sure that the organization is well prepared for advanced analytics support of the resulting data processes.
4. 4. Address data privacy risks: companies that do not emphasize efficient RPA monitoring can lead to high risk. Make sure each app has an audit trail. This helps to understand the construction process, the work process, and the changes made.
5. 5. Have the right RPA software: Beware of buying bots. Many have an unnecessary number of bots that aren’t even useful. Enterprises assume that all RPA solutions are the same. But in reality, every RPA software for business practices a different approach towards process automation.
6. 6. Analyze the profitability of the RPA application: controls the value of RPA beyond efficiency and profitability. You need to know how to track the improvement in productivity, quality, and speed. Plus, feel the difference in employee engagement and customer satisfaction.
7. 7. Follow a comprehensive team approach: Companies usually hand over the entire project to the development team. Therefore, no new opportunities to improve processes from a business point of view are explored.

Stage 3: Final Implementation Approach

A well-prepared approach leads to the maximum use of RPA. This includes building momentum, deploying bots, and monitoring their effectiveness.

Implementing RPA is a journey and is feasible by following a few steps.

Step 1: Evaluate potential opportunities.

Step 2: Develop proof of concept.

Step 3: Deploy a pilot.

Step 4: Organize resources.

Step 5: Establish an implementation plan.

Step 6: Operate and monitor.

Stage 4: Drive the right profits

The benefits of adopting RPA range from increasing productivity to improving employee engagement, speeding up time to market and generating more revenue.

Human Factor: Key to RPA

When evaluating the implementation of an RPA solution, one of the critical factors to consider is the balance that must exist between the functionality and simplicity of the solution.

In this sense, not all organizations have the same maturity in their operation to tackle RPA projects. Therefore, it must be assumed that the focus and effort to achieve it can be a critical and determining point when addressing this challenge.

It is also important to note that existing RPA solutions cover almost all the functionalities that the market needs and do it quite well. But what really defines the success of an RPA implementation is not the technology, but the human factor. That is, that they are able to achieve acceptance and know how to handle change in a positive way compared to what it means to robotize a task that was previously executed manually.

It is not always accepted in the best possible way, for this reason it is important to have a partner – provider that not only has a robust platform for deployment, but also has a solid strategy for change management.

It’s not enough to implement process improvements with RPA and process intelligence, improvements must also be tracked and measured to achieve maximum results. When organizations lack a holistic view and metrics for their operations, it is difficult to know and report the effectiveness of process changes to meet business objectives.

They are a combination of cultural philosophies, practices, and tools that increase an organization’s ability to deliver applications and services at speed—developing and improving products faster than organizations that use traditional software development and infrastructure management processes. This speed allows organizations to better serve their customers and compete more effectively in the marketplace.

What is DevOps?
Under a DevOps model, development and operations teams are no longer “siloed.” Sometimes the two teams merge into one, where engineers work across the entire application lifecycle, from development and testing to deployment and operations, and develop a variety of skills not limited to a single function.

In some DevOps models, QA and security teams are also more integrated with development and operations and are involved throughout the application lifecycle. When security is the priority of all DevOps members, it is sometimes referred to as Dev Security Ops.

Teams use practices to automate processes that had previously been manual and time-consuming. They use a stack of technology and tools that help them operate and improve applications quickly and reliably. In addition, these tools help engineers independently perform tasks that would normally have required the help of other teams (e.g., deploying code or provisioning infrastructure), further increasing the speed of the team.

Benefits of DevOps

Velocity
Move faster and innovate for your customers faster, better adapt to changing markets, and become more effective in achieving business outcomes. The DevOps model enables your development and operations teams to achieve these outcomes. For example, microservices and continuous delivery allow teams to take ownership of services and update them faster.

Fast delivery
Increase the frequency and pace of releases to innovate and improve your product faster. The faster you release new features and fix bugs, the faster you can respond to customer needs and develop a competitive advantage. Continuous integration and continuous delivery are practices that automate the software publishing process, from creation to deployment.

Reliability
Ensure the quality of application updates and infrastructure changes so you can reliably deliver faster while delivering a positive experience for end users. Use practices such as continuous integration and continuous delivery to verify that every change is functional and secure. Monitoring and logging practices help you stay informed of performance in real-time.

Scaling
Operate and manage your infrastructure and development processes at scale. Automation and consistency help you manage complex or changing systems effectively with less risk. For example, infrastructure as code helps you manage your development, test, and production environments more repeatably and effectively.

Enhanced collaboration
Develop more effective teams with a DevOps cultural model, which emphasizes values such as ownership and responsibility. Developers and operations teams collaborate closely, share many responsibilities, and combine their workflows. This reduces inefficiencies and saves time (e.g., reduced transfer times between developers and operations, when writing code that takes into account the environment in which it runs).

Safety
Move quickly while retaining control and maintaining compliance. You can adopt a DevOps model without sacrificing security by using automated compliance policies, granular controls, and configuration management techniques. For example, when you use infrastructure as code and policy as code, you can define and monitor compliance at scale.

Reference.
https://aws.amazon.com/devops/what-is-devops/?nc1=h_ls