Case Study: Finastra streamlines contact center operations with UiPath Apps

“Agents love it” – the inside story of an automation-powered contact center

Finastra, a banking and financial services software company, wanted to improve the experience of its contact center agents who were juggling multiple applications across several screens to complete a single call. The complexity created friction for employees, slowed onboarding, and made everyday work more cumbersome.

Using UiPath Apps, UiPath helped Finastra build a UX-friendly automation sidebar that unified eight contact center application functions into one clean view. The result was a 20%+ reduction in hold time, 90% of invoices processed automatically, and improved employee experience, with over 80% of agents saying the tool made their work better.

Finastra

Zainab

Operational Excellence & Intelligent Process Automation leader