NICE Robotic Automation is an innovative solution that uses software robots to automate routine back office processes to help improve operational efficiency and resource utilisation. It enables employees can focus on more mission critical activities instead of repetitive clerical tasks that can be automated.
NICE Robotic Automation helps to reduce back offices operating expenses and delivers a clear ROI by automating work processes and can easily and cost effectively scale according to the organisation’s needs. It can operate 24/7 to significantly increase productivity by allowing a larger number of tasks to be handled at any given time of the day. Additionally, automating processes improves processing accuracy and frees up employees to handle more sophisticated tasks.
An example of how NICE Robotic Automation improves back office efficiency is a bank that automates part of its loan processing. A customer calls the contact centre requesting a loan and in response, the agent opens up a request to approve it. Once the request is approved, the NICE solution automatically enters the loan details into several front and back end systems and sends an email to notify the customer that the loan has been approved. This example of automation reduces the loan approval process from two weeks to two days.
- Automation of routine desktop activities such as applications launched, mouse selection, field entry, information copy/paste, template auto-fill and calculations
- Integration with third-party systems, including CRM, billing, homegrown or Citrix applications, to automate cross-application desktop activities
- Centralised control system to monitor and manage task queues and process execution
- High scalability, enabling the system to easily add robots when more processing power is needed, for example at peak times
- Reliability and availability via health check reporting and a watchdog mechanism to automatically restart the robot client in the event of failure
NICE Inform Elite is the eighth generation of this industry-leading multimedia incident information management solution for public safety control centres. It delivers incident intelligence that empowers public safety organisations to improve their operational performance, provide better quality service and make smarter decisions. “All emergency communication centres have performance targets they strive to meet,” said Chris […]READ MORE
Liquid Voice, one of the leading providers of interaction recording, quality management and analytics, has announced the immediate availability of a new Automated Speech Transcription solution. Used in conjunction with Liquid Voice’s interaction recording and quality monitoring platforms, it will significantly enhance the ability of contact centres and control rooms to locate and replay stored […]READ MORE
NICE has announced that its NICE Engage Platform is enabling seamless, real-time communications between various contact centre systems, thus meeting the needs of fast-paced customer service environments as well as critical back office operations. This is a result of efforts to provide a simplified user experience, improve compliance capabilities, support more digital interactions, and deliver […]READ MORE
SVL Business Solutions, the UK’s most experienced provider of multimedia interaction recording and advanced contact centre applications, has completed a definitive agreement to acquire a 25 percent equity interest in Liquid Voice, a leading developer of enterprise call recording and contact centre solutions.READ MORE
According to DMG Consulting LLC’s 2016-2017 Speech Analytics Product and Market report, NICE Systems has been designated the clear market leader for speech analytics, with its recording-agnostic solutions accounting for 47.2 percent of all contact centre seats – more than double that of its closest competitor. The company’s share of the market grew substantially, up […]READ MORE
Liquid Voice enhances flexibility and quality management processes for contact centres with Smart Interactions
Liquid Voice has launched Smart Interactions, an innovative new contact centre quality management platform. Built from the ground up to meet the rapidly evolving contact centre market, Smart Interactions is modular and includes speech analytics and agent engagement tools to help managers deliver more effective training and meet key customer satisfaction metrics. It also offers […]READ MORE
NICE Systems has announced the launch of Scenario Analyser, which allows organisations to conduct precise, in-depth analysis of various business challenges related to the cross-channel customer journey.READ MORE
NICE Systems has announced the release of the latest edition of its recording solution for Skype for Business. It brings the trusted capabilities of NICE recording solutions and unique financial services compliance features to Microsoft’s latest unified communications platform. NICE recording solutions are deployed across most of the banks around the globe and the latest […]READ MORE
Ultracomms, the technology provider that powers SmartVoice Protect, achieves Payment Card Industry Data Security Standards (PCI DSS) Level 1 certification
Ultracomms has become one of the only cloud contact centre service providers to achieve PCI DSS level 1 certification for its entire platform. Achieving the PCI Security Standards Council’s highest level of certification is something that few can boast of and highlights the company’s commitment to maintaining the highest standards of data integrity and completely […]READ MORE
NICE Systems has released a new version of its Sales Performance Management (SPM) solution geared for large sales organisations with substantial transactions and complex incentive compensation management needs. It handles the full breadth of sales organisation needs, including incentive compensation, quota and territory management, coaching, analytics and gamification.READ MORE
NICE Systems has announced that it has entered an agreement to acquire Nexidia, a leading provider of advanced customer analytics. The new combined offering transforms the market by featuring analytics capabilities with unparalleled accuracy, scalability and performance, empowering organisations to significantly expand their analytics usage in critical business use cases.READ MORE
NICE Systems is transforming its approach to Workforce Optimisation (WFO) by personalising the organisation-employee relationship in order to drive engagement and improve performance in the contact centre.READ MORE