Quantum Digital is recognised as the top 10 automation service providers by CIOReviewIndia. In the interview with the CIOReviewIndia’s editor, Quantum’s Sales and Marketing Head, Priyanka Sharma elaborates on Quantum’s plans for the coming year and how Indian Market is adapting to the changing digital environment with process automation. 

Editor: The global intelligent automation market is expected to witness a CAGR of more than 8% during the forecast period 2019-2025 to reach revenue of USD 300 billion by 2025. How do you see this market evolving in India? What are the major factors driving the growth of this market?

India is gradually catching up to the global intelligent automation industry, thanks to rising disposable income, a rise in skilled population, urbanisation, digital usage, and an increase in foreign direct investments. Furthermore, the pandemic's limits have facilitated the early deployment of automation to expand digital services and improve operations in a variety of industries.

Automation is a lifesaver in times like these when organisations must operate with a remote workforce and market demands change so rapidly. Automation gives businesses the ability to act on real-time data and improve customer experience by a factor of ten, resulting in a direct impact on the bottom line.

Editor: What are the major expectations of clients from companies offering Intelligent Automation Consulting services and solutions? How do you meet those expectations?

Companies demand results, they want to see a meaningful return on investment as soon as possible, and because the automation industry has shown such promise, they expect a miracle. However, automation is not easy to achieve; to make it work as intended, proper due diligence is required; processes worth automating must be identified; and, at times, there is a lot of undocumented human work; automating that is a major challenge that necessitates extensive planning and time-consuming groundwork. It takes far more effort than we realise. Budget limits, combined with the greater cost of automation products, would be one of the hurdles, deterring technology adoption. By setting the correct expectations, we are able to meet client expectations. It is a major flaw in the automation business. It has been around for a decade and yet we hear very little about the success stories, the reason lies in the way automation projects are perceived. We want to change the trend of companies overpromising and underdelivering.

Editor: How is your company positioned in this market?

We work with medium to large businesses. Our whole focus in terms of service delivery is on quality and timely delivery. We strive to provide our clients with a customised boutique experience by providing high-quality customer care, a better customer experience, and fast delivery. For us, time is the most important value add, as we feel that in today's digital economy, fast responsiveness to market demands is the most important advantage. Delay in meeting the timelines comes at a high cost in terms of lost opportunities.

Editor: Shed light on the automation services that you offer across business processes such as service fulfilment, service assurance, billing, network and human resources management, with a special focus to provide a synergy between User Experience and Customer Experience.

Within an organisation, we provide services through a variety of channels. From a vendor, customer, or employee onboarding and maintenance through report aggregation, payroll administration, customer due diligence, competitive pricing and monitoring, software upgrades, order processing, shipment scheduling and tracking, and user setup and configuration, we've got you covered.

Our automation services are tailored to the needs of business users, and we do it using a combination of robotic process automation and conversational AI.

Editor: Please elaborate on how Quantum Digital Technologies is set to drive intelligent transformation across industries to empower businesses with efficient decision making, process automation, predictive analysis and guide them to reach their true potential with the flexibility and scalability of cloud services.

Our greatest asset is our team of professionals, who have a combined 100 years of experience in data analytics, cloud, and SAP technology. We have hands-on experience with new technologies and recognise that each organization's RPA requirements are unique; it is not a one-size-fits-all solution, mostly because we are attempting to replace human labour with code, and no two people are alike. Understanding the correct processes to replace, defining a transition strategy, and then implementing it are all essential for a successful RPA implementation.

Our clients contribute to our knowledge by allowing us to work with them at varying levels of maturity. The majority of our services revolve around data management and analytics, and automation has become increasingly important in this industry because it aids in data sourcing, data validation, and data migration efficiency and accuracy.

Editor: Robotics Process Automation (RPA) is at the forefront of human-computer technology and provides players in the industry with a virtual workforce that is ruled based and is set up to connect with your company’s systems in the same way as your existing users. Please elaborate on your Process Automation methodology where you combine RPA with Conversational AI in order to obtain Business Users Centric Automation.

Businesses can gain a competitive advantage by delivering a differentiated customer experience and improving efficiency at scale, our focus at Quantum is on end-to-end automation using messaging apps, speech-based assistants, chatbots, and conversational AI to automate communication and create personalised customer experiences. Chatbots are a new sort of technology that can be used by businesses of all sizes to automate a range of tasks. Chatbots can improve efficiency and minimise human error in a variety of industries, including sales, marketing, HR, and customer service.

We start with fundamental robotic process automation, where we deal with organised data and rules, and work our way up. This does not imply altering the present system's map. Then there's Cognitive mixed with RPA, where we're dealing with semi-structured data, NLP, OCR, and machine learning, as well as virtual assistants. Optical character recognition (OCR) is a method of converting scanned images of text into electronic text so that digitised material may be searched, indexed, and retrieved using specialist software. Intelligence with RPA is currently at the highest level. We incorporate AI and machine learning decision making, as well as a deep learning-based self-learning robot.

In summary, we begin with routine and repetitive tasks, then progress to diversified and semi-complex tasks, and finally to complicated tasks.

Editor: What are the major differentiating factors that set you apart from other players in this segment?

Our strategy is to follow the MVP model, which entails automating one process first and then replicating it across the firm. We can measure the human labour replaced by automation, which helps our client achieve genuine ROI. A simple task like filing an invoice may take 30 minutes of human effort, but a robot can finish it in 5-6 seconds. Another example would be real-time decision making and acting upon it without human intervention, this can improve organizational productivity at large.

We approach each customer with the goal of developing a long-term mutually beneficial partnership in which we widen our horizons and our clients can rely on us to provide them with the finest the tech industry has to offer.

Editor: What is the future roadmap for Quantum Digital Technologies? How is the company gearing up for the same?

We are relatively new to the industry and are still finding our feet, but we do have some of the largest companies as clients, and as we move forward, we would like to further strengthen our partnership with these companies as well as form an alliance with some of the product companies such as UI path, Automation anywhere, SAP IRPA, and blue prism.

We're also working on some in-house data management, migration, and validation tools and accelerators, which will accord with our commitment to quick delivery. These tools and accelerators will assist us in automating a portion of the process and reducing our projects turnaround time. We want to expand both technologically and geographically; we currently have projects in India, Dubai, the United Kingdom, Europe, Brazil, and South Africa.

In India are top clients are Micromax Informatics Ltd, Indigo Airlines, VE Commercial Vehicles and TCS. Internationally, Pepsico, Jaguar landrover, Anglo American, and Shell are a few of the companies we have worked with.