Event – APAC & Middle east

Date: 9th September

11:00 am SGT

APAC & Middle East

About the Webinar

Operational inefficiencies in contact center play a major role in the low Net Promoter Score (NPS) for Digital Service Providers (DSPs). Organizations are striving to exceed customer expectations through various digital transformation channels.

Through this webinar, we will discuss the key contact centre transformation levers and how Automation 360 can be leveraged to accelerate client interactions, provide a more thorough response, reduce the amount of human labor required to handle incoming inquiries, and increase customer satisfaction.

What you’ll learn,

Digital First strategy through self-service integrated with backend BOTs.

Customer 360​ console integrated with AARI driving smart diagnostics & resolutions.

Continuous automation improvement leveraging AA BOT Insights.

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Susanna O’Sullivan

Vice President – Northern Cluster Liberty Latin America (Cayman, TCI, BVI, Antigua, Anguilla, Montserrat, St Kitts)

Senior technology & operations leader leveraging 16+ years of service provider experience at both the corporate and project level. Consistently demonstrating the ability to meet managerial/technical requirements and customer needs to drive business development and customer-focused success.


Aravind Parthasarathy

Vice President – Hyperautomation and Operations – Prodapt

Aravind is passionate about leveraging robotic process automation (RPA) and cognitive automation to deliver business value to his clients. He leverages his rich, hands-on experience with RPA and related enterprise automation technologies such as Business Process Management (BPM) to build effective, efficient and scalable teams. His expertise with Design Thinking tools and facilitation methodologies help him engage cross-functional teams and senior-level stakeholders. Aravind leads the partnership engagements with key RPA and AI product companies including Blue Prism, AutomationAnywhere, Celonis etc.

Aravind started his career as a software developer for a micro-ERP product, 3e, focused on small and medium enterprises. He has received an MS from Columbia University in the City of New York, an MBA from IIM Calcutta, and a B.Com from Madras University, India.


Malay Shah

Vice President – Automation Anywhere

Malay is a Vice President at Automation Anywhere leading Global IT/BPM segment and driving channel for India market. He was previously Chief Growth Officer at LeadSquared an Indian SaaS business and prior to that Malay spent two decades in management consulting profession working with firms such as EY, McKinsey, Alvarez & Marsal and Infosys Consulting, Inc. During this two decades of tenure he primarily served clients in Technology Sector (across Enterprise Software, E-Commerce, IT Services, GICs, Hardware and Semiconductor sub-sectors) advising them in areas such as Go-to-Market (GTM) strategy, Digital Transformation and Transaction Advisory.

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