‘Ease of Use’ Has Just Become Easier with NICE RPA’s Latest Innovations Extending the Capabilities of NEVA for a Frictionless User Experience
22 Juin 2022 - 2:00PM
Business Wire
In its newest RPA release, NICE addresses the
‘ease of use’ mega trend with improved clarity and continuity for
the business analyst, the operations team and the frontline
agent
NICE (Nasdaq: NICE) today announced the launch of
NICE Robotic Process Automation (RPA) version 7.7, extending the
capabilities of NEVA (NICE Employee Virtual Attendant) for a more
frictionless user experience. Three key innovative capabilities in
the latest release include embedded on-screen web callouts for more
seamless real-time agent guidance, an AI-powered business insights
dashboard for accelerated and efficient decision making, and a
next-generation connectivity watchdog that identifies disruptions,
analyzes their business impact, and recommends the best option for
repair. Together, these new capabilities improve employee
experience while helping organizations maximize the value of their
automation projects, delivering a better customer journey.
NEVA Assist, the desktop interface that provides employees with
real-time next-best-action guidance, has been enhanced with NEVA
In-App. This new user interface is embedded in a prominent
on-screen location in call center applications used by employees
every day, ensuring a seamless, consistent end-to-end experience.
Easily tailored to suit web applications such as CRM systems,
knowledge portals, and the like, NEVA In-App removes friction in
employee activities while maintaining all of NEVA’s intelligent
capabilities.
For the business analyst, RPA 7.7 offers an AI-powered dashboard
summarizing all business-relevant metrics and insights in one
place. This enables organizations to identify potential processes
ripe for automation and employee coaching opportunities, accelerate
their decision-making process, and provide more accurate,
comprehensive, and informed analytical overviews. The new
dashboards also provide an unbiased, actionable summary of ROI
calculations based on objective factors and analysis of potential
workflow optimizations.
In the service of efforts to provide resilient process
automations, the new NICE RPA release includes the next-generation
Connectivity Watcher. This AI-powered engine not only provides
automatic alerts regarding connectivity breaks, but also presents
the business impact of the disruption during run-time for each
attended and unattended process automation. Connectivity Watcher
then provides recommendations for restoring connectivity, including
modifying the project if necessary to achieve the most effective
result. Supporting all types of web and legacy applications,
Connectivity Watcher helps organizations achieve consistent,
frictionless automation.
Barry Cooper, President of NICE Enterprise Group, said,
“As organizations continue to feel the pressure to ramp up their
service delivery to address more complex, unpredictable and
emotionally driven customer demands, the release of RPA 7.7 could
not have come at a more opportune time. Smart AI, which underpins
our most powerful NEVA features, needs to be leveraged to
successfully handle customer scenarios in real time by empowering
service agents to become more in tune with each customer's unique
needs. It is also the key to the continuous improvement and growth
of process automations with NICE RPA, which in turn supports
business continuity and enhances both employee and customer
experiences.”
About NICE With NICE (Nasdaq: 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 organizations in more than 150 countries,
including over 85 of the Fortune 100 companies, partner with NICE
to transform - and elevate - every customer interaction.
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. Cooper 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,”
“seek,” “may,” “will,” “intend,” “should,” “project,” “anticipate,”
“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 changes in economic and business conditions,
including as a result of the COVID-19 pandemic; competition;
successful execution of the Company’s growth strategy; success and
growth of the Company’s cloud Software-as-a-Service business;
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; the Company’s dependency on third-party cloud
computing platform providers, hosting facilities and service
partners;, cyber security attacks or other security breaches
against the Company; the effect of newly enacted or modified laws,
regulation or standards on the Company and our products and various
other factors and uncertainties discussed in our filings with the
U.S. Securities and Exchange Commission (the “SEC”). 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 SEC, 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: https://www.businesswire.com/news/home/20220622005061/en/
Corporate Media Christopher Irwin-Dudek, +1 201 561 4442,
chris.irwin-dudek@nice.com, ET
Investors Marty Cohen, +1 551 256 5354, ir@nice.com, ET
Omri Arens, +972 3 763 0127, ir@nice.com, CET
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