Leading Telecom Transforms Customer Experience with NICE Robotic Process Automation
11 Décembre 2019 - 12:30PM
Business Wire
NICE’s advanced AI-based RPA is being used to
automate both front and back-office operations to increase employee
engagement and increase customer satisfaction
NICE (Nasdaq: NICE) today announced that a leading
multinational telecommunications corporation has introduced NICE
Robotic Process Automation (RPA) across its pan-India operations as
part of a post-merger consolidation. The advanced automation
solution is being deployed to optimize both front- and back-office
workflows for increased productivity and customer satisfaction.
Thousands of employees will be benefitting from NICE RPA’s
leading attended desktop automation solution in the initial phase.
As an experienced automation vendor in the market, with a proven
track record of supporting hundreds of organizations to
successfully scale their RPA deployments globally, NICE will be
helping this telecommunications organization expand its process
automations to tens of thousands of users across the
enterprise.
In the contact center, NICE’s intelligent attended robots with
advanced capabilities (superseding traditional RPA technologies)
work in real-time to support the employee during each step of a
customer interaction. The robots collate data from the various
customer relationship management (CRM) applications used by
employees across each of the merged companies. They display
context-relevant customer data on the agent’s screen, with a
suggestion of the next best action to take to enhance the customer
experience and drive incremental return of investment (ROI) for the
organization. Records of the call are promptly stored for
compliance purposes, and any forms needed to support the customer
are automatically and instantly populated by the robots,
eliminating manual entry errors, shortening handle times, and
reducing the need for rework. This saves the company money while
empowering agents, increasing their satisfaction, and enhancing the
customer experience.
The telecom company is also implementing NICE RPA to automate
routine back-office processes that do not require human judgment.
By eliminating the need for manual intervention, employees are free
to focus their efforts on higher-value tasks.
In order to most effectively allocate robotic resources at any
given time, NICE RPA includes a centralized management environment.
The system collects live data on automated processes and system
health and orchestrates all the tasks for the attended and
unattended robotic workforce.
“We are pleased to have begun this relationship in India,
assisting more multinational organizations on their customer
experience transformation journey,” said Darren Rushworth,
President of APAC at NICE. “In order to ensure maximum success
and expand the RPA solution effectively across the enterprise,
we’ve collaborated in setting up a Center of Excellence for
employee training, workshops, and the identification of automation
opportunities with the optimum ROI potential. Currently on the
agenda is the introduction of NEVA (NICE Employee Virtual
Attendant), who will free agents from routine, low-value tasks that
consume so much of their time each day.”
About NICE NICE (Nasdaq: NICE) is the world’s 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 Statements This 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. Rushworth 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.
View source
version on businesswire.com: https://www.businesswire.com/news/home/20191211005315/en/
Corporate Media Contact Christopher Irwin-Dudek,
201-561-4442, chris.irwin-dudek@nice.com Investors Marty
Cohen, +1 551 256 5354, ET, ir@nice.com Yisca Erez +972 9 775 3798,
CET, ir@nice.com
NICE (NASDAQ:NICE)
Graphique Historique de l'Action
De Juin 2024 à Juil 2024
NICE (NASDAQ:NICE)
Graphique Historique de l'Action
De Juil 2023 à Juil 2024