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Frost & Sullivan – Market Report on Back Office Workforce Optimisation
Frost & Sullivan defines BOWFO as a software solution that helps manage people, processes and workflow in the Back Office to improve operational effectiveness and business agility. It goes on to say “…The Back Office is a major contributor to the success of any business, and has the ability to significantly impact the Customer Experience. Customer expectations are met and exceeded when Back Office work is done efficiently. Errors, on the other hand, can lead to significant increases in Front Office volume, higher operational costs, and unsatisfied customers.”