Atos Powers Workforce Transformation Through Automation

The emergence of digital and mobile technologies, such as artificial intelligence, cloud computing and automation, is radically changing the way the workforce functions. Whether it is a global company, a startup or a local retail chain, this change is visible everywhere. Moreover, employee expectations are also rising manifold. Employees now expect more than just desktop communications. They want a seamless experience that fits into how they work instead of changing how they work. They want to connect and communicate on their device of choice as they move throughout their day.

See Also: Endpoint Security Essentials for the C-Suite: An Executive's Digital Dilemma

Atos International, a leading European multinational information technology service and consulting company, has implemented digital initiatives toward empowering its workforce. Headquartered in France, the company specializes in hi-tech transactional services, unified communications, cloud, big data and cybersecurity services. The company wanted to enhance the internal employee experience as the resolution of queries was time-consuming, leading to high ticket resolution time. It was a challenge to reduce downtime, eliminate redundant activities and enforce standardization on any device.

The company applied a judicious mix of innovation and technology for service desk automation, including knowledge management and process standardization. The project named CHESS 2.0 - New Digital Workplace utilized a solution consisting of an automated service desk chat agent, O365, OneDrive and ServiceNow.

According to Avinash Velhal, CIO of APAC, Vice President, Atos Global IT Solutions and Services, the business impact has been immense. The initiative has enhanced internal customer experience and has led to quick resolution of issues. It has additionally addressed security concerns around document and information protection and efficient onboarding with increased productivity. It has also led to the replacement of costly and rigid workplace environments with customizable workplaces and license costs with easy provisioning. Employees can now access data anywhere and at any time, securely.

Digital empowerment of such kind shows that it is necessary to empower the next-gen workforce so that they can become enablers of business. Accessing data on the go is the norm of the day and is the only way to increase efficiency and performance if organizations want to have a highly flexible and agile workforce.

This article was previously published on the DynamicCIO website on Feb. 14, 2020.