European Public Sector Agency Improves its Service Operations with NICE Robotic Process Automation
06 Septembre 2017 - 1:00PM
Business Wire
The agency has achieved good results with the
NICE solution, cutting processing costs, reducing errors, and in
some instances cutting average call handling time by up to 40%
NICE (Nasdaq:NICE) today announced that a major European
public sector agency has delivered significant improvements by
implementing NICE Robotic Process Automation (RPA) which
streamlines manual processes and allows employees to focus on
high-value activities.
Working as part of an Automation Delivery Center set up by the
agency, NICE engineers supported the design and building of
multiple automation workflows in a few weeks, and helped deploy
them. The solution offers both “unattended” automation, where
robots perform tasks end-to-end, and “attended” automation, which
requires inputs from human employees. This element of collaboration
between humans and robots is a huge advantage of NICE’s RPA
solution, as processes often require a human touch at some
point.
The Automation Delivery Center allows the agency’s staff to
independently and rapidly adapt successful robotic automation
workflows to processes across the organization, including:
- 300,000 cases processed annually by
Robots where 85% is done without human intervention and the
remaining passed to humans for processing
- Automated responses to requests for
financial information, including gathering and analyzing customer
data in a fraction of the time taken by humans
- Routing specific work items to human
teams with the right skills and availability
- Real-time, on-screen guidance to help
frontline representatives preempt customer questions and reduce
repeat calls
The improved process efficiencies, which support over 5,000
employees, including the use of attended and unattended Robots, are
clearly evidenced in the following achievements:
- An 80% reduction in processing
costs
- In some of the call center processes,
up to 40% reduction in average call handling times has been
achieved
- Elimination of human error in data
entry and consistency in delivery
As the NICE Robotic Process Automation solutions are rapidly
scalable, they accommodate seasonal peaks of work without requiring
the hiring of temporary staff. The automated processes further
reduce pressure by facilitating greater customer self-service.
John O’Hara, president of NICE EMEA, said:“NICE’s Robotic
Process Automation technology is a key element of the agency’s
digital transformation agenda, offering agility and ease of
deployment to meet the agency’s needs at all times. The solution
also promotes better employee engagement and satisfaction, as
humans can remain focused on delivering better frontline service.
In this way, the robotic and human workforce work hand in hand to
reinvent customer service.”
About NICENICE (Nasdaq:NICE) is the worldwide leading
provider of both cloud and on-premises enterprise software
solutions that empower organizations to make smarter decisions
based on advanced analytics of structured and unstructured data.
NICE helps organizations of all sizes deliver better customer
service, ensure compliance, combat fraud and safeguard citizens.
Over 25,000 organizations in more than 150 countries, including
over 85 of the Fortune 100 companies, are using NICE solutions.
www.nice.com.
Trademark Note: NICE and the NICE logo are trademarks or
registered trademarks of NICE Ltd. All other marks are trademarks
of their respective owners. For a full list of NICE’s marks, please
see: www.nice.com/nice-trademarks.
Forward-Looking StatementsThis press release contains
forward-looking statements as that term is defined in the Private
Securities Litigation Reform Act of 1995. Such forward-looking
statements, including the statements by Mr. O’Hara, are based on
the current beliefs, expectations and assumptions of the management
of NICE Ltd. (the Company). In some cases, such forward-looking
statements can be identified by terms such as believe, expect, may,
will, intend, project, plan, estimate or similar words.
Forward-looking statements are subject to a number of risks and
uncertainties that could cause the actual results or performance of
the Company to differ materially from those described herein,
including but not limited to the impact of the global economic
environment on the Company’s customer base (particularly financial
services firms) potentially impacting our business and financial
condition; competition; changes in technology and market
requirements; decline in demand for the Company's products;
inability to timely develop and introduce new technologies,
products and applications; difficulties or delays in absorbing and
integrating acquired operations, products, technologies and
personnel; loss of market share; an inability to maintain certain
marketing and distribution arrangements; and the effect of newly
enacted or modified laws, regulation or standards on the Company
and our products. For a more detailed description of the risk
factors and uncertainties affecting the company, refer to the
Company's reports filed from time to time with the Securities and
Exchange Commission, including the Company’s Annual Report on Form
20-F. The forward-looking statements contained in this press
release are made as of the date of this press release, and the
Company undertakes no obligation to update or revise them, except
as required by law.
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version on businesswire.com: http://www.businesswire.com/news/home/20170906005816/en/
NICECorporate Media ContactIlana Hart,
+972-9-775-3818ilana.hart@nice.comorInvestorsMarty Cohen, +1
551 256 5354, ETir@nice.comorYisca Erez +972 9 775 3798,
CETir@nice.com
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