NICE Announces New AI-Powered Robotic Process Automation, Accelerating contact centres ’ Digital-First CX Strategy
New capabilities allow contact centres to boost ROI by reducing time to production and maximising the value of automation across the business
NICE have introduced new AI-powered capabilities that enable contact centres to maximise the benefits of Robotic Process Automation (RPA) for their business. Included in version 7.6, NICE RPA’s new capabilities include document digitisation, ROI-based recommendation of ideal processes to automate, and a complimentary resource centre with ready-made low-code/no-code resources for sharing. In addition to reducing process analysis time and automating manual tasks, the innovative new capabilities also help organisations boost ROI and maximise the value of automation projects for the business.
NICE RPA’s new capabilities enable organisations to use the power of digitisation within their business. These include:
– Click-to-Document– enables organisations to seamlessly convert processes into documents detailing end-to-end process flows, utilised applications and user actions at the click of a button. Saving hours of manual analysis and costs involved in creating documentation, this capability shortens automation design time without compromising on details and allows scaling projects quickly and comprehensively. Organisations can also use this capability to train and coach their employees, mitigating prep time needed for such activities.
– ROI-based automation process recommendation– allows organisations to prioritise and select processes suitable for automation, based on a calculation of the costs for time saved for each process. The ROI calculator takes into consideration relevant objective factors including the hours invested in the process and the number of employees who execute it. By highlighting and prioritising the business processes, organisations can make more informed, responsible, and accurate decisions.
– Built-in Resource Centre with ready-made low-code/no-code resources– accessible directly from Automation Studio, NICE RPA’s design environment, the new built-in Resource Centre offers complimentary, ready-made, plug-and-play packages and templates with no coding required to help accelerate development and scale projects. Customisable and designed to meet a wide variety of project needs, the Resource Centre with its open-for-all approach enables easy sharing and consumption of pre-built bots, callouts, NICE Employee Virtual Attendant (NEVA) skins, library functions and more between members of the NICE RPA community.
Barry Cooper, President, NICE Workforce and Customer Experience Group, said,
“The digital age is powering productivity, improving service experiences, and accelerating ROI”,
“By digitising processes and prioritising automations that drive maximum business value, our latest RPA capabilities are accelerating the path to a digital-first strategy.”
With NICE it’s never been easier for organizations of all sizes around the globe to create extraordinary customer experiences while meeting key business metrics. Featuring the world’s #1 cloud native customer experience platform, CXone, NICE is a worldwide leader in AI-powered self-service and agent-assisted CX software for the contact center – and beyond. Over 25,000 organisations in more than 150 countries, including over 85 of the Fortune 100 companies, partner with NICE to transform – and elevate – every customer interaction.
