<p>Sopra Steria Group SA (commonly referred to as Sopra Steria) is a European information technology consultancy established in September 2014 upon the merger of Sopra Group SA and Groupe Steria SCA (commonly referred to as Sopra and Steria, respectively). Technically, Sopra was the company to adopt the new name, retaining its legal personality.</p><p>The primary business areas of the company include consulting services, systems integration and solutions, integration of ERP solutions, implementation of application solutions, as well as subcontracting solutions for providing technical support to users and application maintenance and outsourcing services and operation of professional processes.</p>

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This customized UiPath form has been integrated with Salesforce CRM tool via Salesforce Lightning Platform REST API in such a manner that all the required information of the caller will be displayed within the form on real time basis, which can be used by agent for verification purpose. Analysis Tab within the form will populate callers last call details and open case details, if any. This will help the agent to view caller’s historic call details within the form itself and a personized customer service can be imparted.

The form was further integrated with Python where a ML/ NLP script will be invoked to perform sentiment analysis based on last 5 calls which will give the agent an insight about caller’s previous calls. Any request or queries on HR/Payroll can be initiated using the form and upon submission a new call log entry will be added into Salesforce CRM tool and the details are further stored within SQL database which will further be used by Performer BOT to process the transactions on ERP system.

An end to end solution was provided where a contact center agent can follow the BAU process by using UiPath customized form only without having access to any of the client system.

Customized UiPath form which has been integrated with Salesforce CRM tool, SQL Server, Python to automate HR Advise and Guidance contact center process. 