NICE announces that a multinational telecommunications corporation has introduced NICE Robotic Process Automation across its pan-India operations as part of a post-merger consolidation.
The automation solution is being deployed to optimize both front- and back-office workflows for increased productivity and customer satisfaction, according to NICE.
Thousands of employees will benefit from NICE Robotic Process’s attended desktop automation solution in the initial phase.
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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 Robotic Process Automation to automate routine back-office processes that do not require human judgment.
NICE Robotic Process Automation 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.
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“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.”
Learn more on the company’s website.
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