NICE's advanced AI-based RPA is being used to increase employee engagement

NICE (Nasdaq: NICE) has announced that a multinational telecommunications corporation has introduced NICE Robotic Process Automation (RPA) across its pan-India operations as part of a post-merger consolidation, the company said.

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 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.

NICE is a 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.