Leading BPOs turn 47 minutes into 5 with Matterway.
Boost profitability & margins for lower operating costs
Achieve remarkable efficiencies at an even more remarkable cost.
Remove friction from your agents’ workflows.
The Assistant seamlessly integrates into agents’ daily tasks, removing wasted steps more economically, so agents can focus on more complex decisions.
Easily collaborate across stakeholders.
The Matterway Platform streamlines the entire process improvement lifecycle–with end-to-end tools from concept to deployment.
Customize Assistants to maximize impact.
Flexibly deploy Assistants across any system your agents and clients already use thanks to our low-code SDK & no- code Designer –all without changes from your clients’ IT.
Boost profitability & margins for lower operating costs
Achieve remarkable efficiencies at an even more remarkable cost.
Speed up time to proficiency & reduce handling times
Accelerate onboarding and scale quickly to meet evolving customer demands.
Elevate your CX with faster response times
Free your agents up to engage more meaningfully with customers and deliver exceptional service.
Gain an unfair advantage& innovate continuously
Surprise customers with weekly improvements that your competitors simply can’t match economically.
Remove friction from your agents’ workflows.
The Assistant seamlessly integrates into agents’ daily tasks, removing wasted steps more economically, so agents can focus on more complex decisions.
Speed up time to proficiency & reduce handling times
Accelerate onboarding and scale quickly to meet evolving customer demands.
Easily collaborate across stakeholders.
The Matterway Platform streamlines the entire process improvement lifecycle–with end-to-end tools from concept to deployment.
Elevate your CX with faster response times
Free your agents up to engage more meaningfully with customers and deliver exceptional service.
Customize Assistants to maximize impact.
Flexibly deploy Assistants across any system your agents and clients already use thanks to our low-code SDK & no- code Designer –all without changes from your clients’ IT.
Gain an unfair advantage& innovate continuously
Surprise customers with weekly improvements that your competitors simply can’t match economically.
“The value their Intelligent Assistant brings is far more superior than what we’ve ever been able to do before.”
Rajiv Desai Global Delivery Head 1Point1
IT Security Architect
"Knowing that Matterway adheres to our strict security protocols has made the approval process seamless. It operates within our existing security frameworks, ensuring no data leaves our corporate network. This compliance is crucial for maintaining our security standards while enabling operational efficiency."
Project ManagerGeoffrey Dutranoit
“Within just four weeks we were able to speed up the process by eight times and reduce the handling time from 47 minutes to 5 minutes. We have more than one hundred processes. Of these, the process associated with hiring a new employee is the most difficult for us. It's very time-consuming. Matterway succeeded in tackling our most difficult process.”
Transformation andPEX Leader
“BPO work has evolved from high-volume repetitive tasks, to now automated with complex exceptions that require judgment. Traditional RPAs struggle with this. Matterway's digital assistant model helps associates make faster, informed decisions to address this shift.”
PEX & Digital Transformation LeaderKumar Gupta
“Matterway’s digital assistant helps me do my work and it handles exceptions better because the time to build time to quickly change and adapt is much faster. If I need different bots for different scenarios, I can just build those different skills for the assistant. And the best part is, I control it and execute the digital assistant whenever I want.”
BusinessAnalyst Mallika Roy
“I have been going through the Matterway onboarding process and I just wanted to express what a brilliant thought it was to create such an automation tool for BA. Totally loving it and you have been fantastic. As a BA we are so stuck in documentation that at times we forget the value proposition that we are offering. This system allows us to contribute more to the service.”
Operations ManagerGaurav Khatpe
“We are grateful to Chaimaa, Kreem, and the entire Matterway team for comprehending and successfully implementing our needs in order to achieve automation for RBS-1 and RBS-2 reconciliation.”
Head of PEXMichael Ramos
“Matterway is included in our overall story on continuous improvement and process optimization, nationwide. The digital assistant is factored into every RFP that we are participating in, and there’s a ton of interest.”
IT Business PartnerEmir Danial
"Matterway has transformed how we support our internal customers. With its quick deployment of skills, we can address many operational needs immediately, leading to happier, more self-sufficient teams. It’s a game-changer, enabling us to balance quick wins with Matterway and long-term development projects, offering a more responsive and effective IT service."
Intelligent Assistance vs. RPA: What’s the difference?
See the top 3 use case differences.
Use case
Task complexity
Human interaction
Responsiveness
Intelligent Assistance (Matterway)
Handles nuanced inputs & contextual decisions
Ideal for complex workflows
Excels in interactive & user-driven tasks
Assistance (automation, UI, guidance, etc.) is provided in real-time, in context of the user while working on a task or system
Intelligent Automation (RPA etc.)
Best for rule-based, repetitive tasks
No need for human judgment
Effective for independent automation
Minimal human involvement needed to complete tasks
Suitable for tasks that happen periodically or which can be processed autonomously in the background
Intelligent Assistance (Matterway)
Task complexity
Handles nuanced inputs & contextual decisions
Ideal for complex workflows
Human interaction
Excels in interactive & user-driven tasks
Responsiveness
Assistance (automation, UI, guidance, etc.) is provided in real-time, in context of the user while working on a task or system
Intelligent Automation (RPA etc.)
Best for rule-based, repetitive tasks
No need for human judgment
Effective for independent automation
Minimal human involvement needed to complete tasks
Suitable for tasks that happen periodically or which can be processed autonomously in the background
“BPO work has evolved from high-volume repetitive tasks, to now automated with complex exceptions that require judgment. Traditional RPAs struggle with this. Matterway's Intelligent Assistant model helps associates make faster, informed decisions to address this shift.”
Joseph Mally Transformation and Process Excellence Leader, Cognizant
Matterway is a software-based platform to optimise manual processes with the help of intelligent & interactive assistants.
The Matterway Assistant supports the end-user in real-time through intelligent guidance and automation, so that tasks and process flows are completed as specified, and executed with maximum effectiveness and efficiency.
The Matterway Assistant can be implemented without requiring changes to the underlying processes and systems. The Matterway Platform contains no-code tools for process improvement professionals to capture existing workflows and prototype new Assistants quickly, low-code tools for developers to quickly build Assistants, and analytics tools for management to supervise performance of Matterway Assistants.
What do I need to have in place to work with Matterway?
Departments that benefit the most from Matterway work on web-based software suites and have standardized processes that are not due to change within the following year. An established process improvement mindset inside the organization or department is also beneficial.
Does Matterway work with my specific software?
Matterway is a software-agnostic tool. It can help you complete tasks faster in any web-based software (like Successfactors or Ariba) and the Microsoft Office Suite. Additionally, Matterway can interact with any system that exposes an API. For any additional questions regarding compatibility, reach out to one of our experts, via our website chat or the ‘Book a strategy call’ button.
To which extent do I need to involve my IT?
IT involvement is minimal for a Matterway project compared to traditional change projects. IT departments are only required for the following:
1. Providing access for Matterway to the systems that employees use for their tasks, as well as test data and test users
2. Deploying the Matterway assistant to the employee’s workstations one time per workstation or user
How is Matterway different from RPA?
RPA and Matterway are both non-invasive technologies that can be rapidly implemented. There is some overlap between the two, but their approach is fundamentally different as they are tailored for different use cases. RPA aims to automate simple tasks so the employee does not need to do them anymore. Matterway, on the other hand, is aimed at simplifying tasks in which human decision-making is still required so that it is easier and faster to perform.
What kind of work can Matterway improve?
While Matterway can be applied to any task performed on web-based solutions, the platform is specifically tailored to support operational teams and departments. Matterway provides the most value to departments with many transactional and standardized daily tasks. You can find use cases we improve in our ‘Solutions’ section.
How can I be sure that there is enough digital friction?
At the start of our project, we perform an extensive friction assessment for your department to identify where friction occurs, how it impacts productivity, and how Matterway can solve it. Based on the assessment, we provide you with a tangible impact roadmap to prioritize and define which improvements should be delivered to provide immediate and quantifiable value.
Which team members should I involve in using Matterway?
The Matterway platform has tools for several types of users. Operational teams primarily use the Assistant to simplify their daily tasks. Secondly, there is a comprehensive toolkit for process improvement professionals, incl. the no-code Designer, that is used to design Assistants quickly. Lastly, Matterway has a software development kit (SDK) for developers to polish and fine-tune Assistants to make them robust for day-to-day usage. If you have developers yourself, we can onboard them quickly. If you don’t, Matterway can do the development for you.
Is Matterway secure?
Matterway is designed with enterprise-grade data security in mind. Assistants run on the local machine of the employee, and data from your systems does not leave your corporate network. No customer data is ever stored outside your corporate network during development.
How is Matterway different from Digital Adoption?
Digital Adoption is a non-invasive technology similar to Matterway designed for a different use case. Digital Adoption is often aimed at ‘occasional’ or ‘new’ users to teach them how to use software they aren’t familiar with. Matterway is aimed at ‘power users’ - operational teams that perform similar tasks each day.
