European Public Sector Agency Improves its Service Operations with NICE Robotic Process Automation
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%
HOBOKEN, N.J.–(BUSINESS WIRE)–#RPA—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 NICE
NICE (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 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. 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.
Contacts
NICE
Corporate Media Contact
Ilana Hart,
+972-9-775-3818
ilana.hart@nice.com
or
Investors
Marty
Cohen, +1 551 256 5354, ET
ir@nice.com
or
Yisca
Erez +972 9 775 3798, CET
ir@nice.com
