Innovating the future of business process outsourcing

Continuous business innovation is no longer an advantage, it's a necessity. For companies to stay competitive and meet the dynamic demands of their end users in today’s fast-paced world, they must consistently push the boundaries of technology and creativity. Businesses that fail to innovate risk falling behind. Continuous innovation drives efficiency, enhances customer experiences and ensures companies remain competitive. As a global leader in business process outsourcing (BPO) and business process services (BPS), Conduent embeds innovation into our core strategy. Leveraging technologies like cloud computing, artificial intelligence (AI), machine learning (ML), automation, data analytics, digital payments and more, we help our clients set new standards for efficiency and customer experience while meeting current market demands and staying ahead of future needs for sustained success.

Changing trends across industries

The future of business is being shaped by several key trends, including the rise of AI, the increasing importance of data-driven decision-making, the proliferation of digital payment solutions and heightened consumer expectations to be able to complete any transaction in the palms of their hands. In the pursuit of better outcomes and experiences, companies must embrace these trends to stay ahead. 

Conduent is committed to keeping our clients at the forefront of this transformation, harnessing the power of these technologies to create solutions that drive business growth and operational excellence. Whether it's enabling safer commutes, reducing traffic congestion, streamlining benefits enrollment, digital payments, customer experiences or healthcare claims processing, we know that every inquiry, transaction, payment, communication or claim must be managed punctually, accurately and securely. That’s why we’re continuously working on ways to empower our associates and infuse innovative approaches into every interaction, at scale, and across many different industries.

Tackling challenges with innovative solutions

Businesses face numerous challenges, from operational inefficiencies and high costs to subpar customer service. Here are just a few examples of how Conduent helps our clients to address these pain points head-on with innovative solutions designed to optimize processes and deliver exceptional results:

1. Leveraging AI for improved decision-making
   Artificial intelligence is revolutionizing the way businesses operate. Conduent has utilized AI since the mid-2000’s to enhance decision-making processes, automate routine tasks and provide insights that drive strategic actions. For example, our AI-powered analytics can identify patterns and trends in large datasets, enabling businesses to make informed decisions quickly and accurately.

   Example: Delivering $3.5M in savings for a leading Fortune 100 health plan
   By utilizing the latest cloud-based, AI and ML technologies, we implemented three layers of backups to ensure near real-time data redundancy that reduced outage risks, safeguarded business continuity and allowing geo-diverse data restoration. This helped this major health plan recover from a series of outages and save millions in costs from downtime. Learn more.

2. Streamlining processes with automation
   Automation is key to reducing errors, speeding up processes and cutting operational costs by helping alleviate tedious, manual tasks and freeing up employees to focus on more value-add work in their day-to-day. Our automation solutions streamline workflows, allowing businesses to focus on core activities and strategic initiatives. By automating repetitive tasks, Conduent helps clients achieve higher productivity and efficiency while equipping employees with the resources they need to maximize performance.

   Example: Spend analytics delivers $69M in recoveries for a major auto manufacturer
   By automating the recovery process for this manufacturer, we were able to halt revenue leakage and recover millions in working capital. This entailed implementing contract analytics to digitize important documents, purchase orders and invoices, analyzing source system data, prioritizing auditor analysis and streamlining workflows –– effectively transitioning the company from recovery to prevention. Learn more. 

3. Harnessing data analytics for insightful solutions
   In 2017, data became more valuable than oil. Suffice it to say, data is one of the most valuable assets for any organization for uncovering new business opportunities. By analyzing vast amounts of data, organizations can identify trends and patterns that were previously hidden, leading to more informed strategies and competitive advantages. Moreover, the integration of data analytics into everyday business practices enables real-time insights and adaptive responses to rapidly evolving market conditions. As technology continues to evolve, the potential of data analytics to transform industries and improve outcomes only grows, making it essential for businesses to continually invest in and refine their analytical capabilities. Our data analytics capabilities are able to transform raw data into actionable insights. 

   Example: Helping a nationwide healthcare payer save over $33M in just three years 
   By applying advanced analytics to uncover (nearly undetectable) patterns that eliminated overpayments from claims errors, Conduent was able to uncover opportunities for improvement, optimize performance and make data-driven decisions that propeled significant growth. Learn more. 

4. Enhancing transactions with digital payments
   Digital payment solutions offer convenience and security for both the public and private sectors, fostering trust and satisfaction. Our digital payment technologies facilitate smooth transactions, enhance security and improve customer satisfaction by making payments almost instantaneous. Whether it's through mobile payments, online transactions or other digital methods, we ensure that clients can offer their end users a convenient and reliable payment experience that is fast, accessible and safe. 

   Example: Modernizing Ohio turnpike’s tolling lanes to improve motorist experience 
   Conduent introduced Digital Payment Solutions for Tolling, the first of their kind in the transportation industry, allowing drivers to use real-time digital payment to pay for tolls and simplifying the payment process for tolling agencies and drivers. As a recent example of this, Conduent upgraded 216 lanes on the 241-mile-long Ohio turnpike to include self-service and collector-operated toll plazas, as well as open-road, automated tolling options for vehicles using E-ZPass® transponders. As a key part of the implementation, Conduent installed and will maintain state-of-the-art, open-road tolling lanes for E-ZPass customers, and separate lanes with Automated Toll Payment Machines that accept coins, cash, and credit or debit cards. The machines will be equipped to enable contactless payments using smartphones and digital wallets, enabling travelers to move on faster and more efficiently. Learn more.

5. Elevating customer experience
   In today's competitive market, customer satisfaction is critical to stand out from the competition. We designed our Customer Experience Management (CXM) Solutions to enhance customer interactions and build loyalty by personalizing interactions and streamlining processes in a scalable way that meets your end user’s expectations. Companies that excel in CX often leverage advanced technologies from intelligent data analytics to AI-powered agent assistance. Innovative tech-led solutions enhance the customer journey and help organizations cultivate strong, lasting relationships with their clients.

   Example: Enabling hybrid customer care to drive personalized interactions
   Our cloud-based “digital first” contact center solution helped a leading telehealth company excel with customers and fuel business efficiency. By deploying Conduent CXNow, a cloud-based contact center solution coupling people, processes and technology for 24x7x365 voice and email support, we were able to achieve a full technology migration, agent training and go-live completed in as few as 12 weeks. The result was a 3% reduction in call handling times and a 5-point improvement in CSAT scores. Learn more. 

Leading the way in BPO/BPS innovation

By leveraging the latest technologies in our solutions and processes, we are able to deliver smarter, more personalized engagements across industries and government sectors. Our solutions, services and people touch millions of lives all over the world every day and transform how organizations operate. Our foundation is built on a commitment to our clients and their end users — focused on delivering better outcomes through driving performance, enhancing experiences and creating value. As such, we are constantly evaluating new ways to help our clients adapt to the needs of today’s customers, commuters, citizens, patients and employees. Through a dedicated global team of approximately 56,000 associates, process expertise and advanced technologies, our solutions and services digitally transform our clients’ operations to enhance customer experiences, improve performance, increase efficiencies and reduce costs. Learn more about Conduent innovation by visiting our business process outsourcing page.