NICE is a leading provider of cloud and on-premise enterprise solutions – including CCaaS, workforce engagement, and analytics tools.
In addition, it assists companies in ensuring compliance, combating fraud, and protecting customers.
Over 25,000 enterprises use NICE products in over 150 countries, including over 85 of the Fortune 100.
In December 2021, NICE announced upgrades to its robotic process automation (RPA) solution, introducing innovations to convert processes into documents and make ROI-based automation process recommendations.
Yet, NICE RPA offers many more exciting capabilities.
What Is NICE RPA?
NICE RPA is a robotic process automation platform that enables businesses to automate repetitive, rules-based tasks. It automates an array of business processes, including customer service, human resources, finance, and accounting.
The vendor designed the solution to help businesses improve efficiency and reduce costs by eliminating manual, iterative effort. Such a low-effort motif is also apparent in its ease of implementation, integrating seamlessly with existing business systems and processes while offering simple customizations that meet the unique needs of any organization.
Also, RPA is interoperable, switching between applications, entering data into several fields, and copying and pasting as per business rules. Think of it as a bot that retrieves data from several enterprise systems to automate processes that typically clog up the workday of agents, supervisors, and managers.
NICE RPA Features
With NICE RPA, companies can automate app launches, mouse selections, calculations, form filling, and much more. Yet, particularly innovative examples and features that set NICE RPA apart include:
- Click-to-Document: At the touch of a button, businesses can convert processes into documents with end-to-end process flows, apps, and user actions. This capability allows companies to scale projects rapidly without abandoning specifics, saving them hours of human analysis and the costs involved with generating documentation.
- ROI-Based Automation Process Recommendation: Businesses can prioritize and select operations for automation with this feature, as it estimates the cost of time saved for each process. The ROI calculator considers objective elements like the number of hours spent manually completing a process and the number of people who do so. Companies can make informed, accountable, and accurate decisions with this calculation while prioritizing key business processes.
- Integrated Resource Center: The new built-in Resource Center, accessed directly from the Automation Studio – NICE RPA’s design environment – delivers free, ready-to-use, plug-and-play packages, and templates with no coding required. It also allows the NICE RPA community members to quickly share and use premade bots, callouts, NICE Employee Virtual Attendant (NEVA) skins, library procedures, etc.
6 Benefits for Contact Centers
There are many benefits of using NICE RPA for contact centers, including:
1. Optimizing Operational Costs
Hiring new employees gets more costly and time-consuming as a business grows. When organizations include a high turnover rate, the entire process becomes a significant drain on their ability to accomplish its optimal operating cost. RPA saves a substantial amount of money in operating and infrastructure costs by automating repetitive, rules-based processes.
2. Enhancing Customer Experience
In addition to optimizing operational costs, NICE RPA helps contact centers enhance customer experience. Automation can take on various complex tasks that require human interaction, such as data entry or understanding unstructured data. RPA ensures consistency in the customer experience while also having a near-zero mistake rate, resulting in a smooth experience for the consumer.
3. Increasing Revenue and Productivity
NICE RPA helps contact centers increase productivity and grow revenue. By taking manual tasks off employees’ plates, agents can fully focus on the customer and engage in better conversations. The likely result is a rise in the overall productivity of contact centers, happier customers, and potential revenue hikes.
RPA can also help with the scale of operations. As a business grows, it will want to maintain its customer base and keep them happy. With automation in place, companies can take on more customers without overburdening their staff or sacrificing quality.
4. Enhancing Data Management
NICE RPA supports contact centers to manage employee data more effectively. Automation can take on the task of data entry, freeing up employees’ time to focus on other tasks. In addition, automation can help managers track their performance and compliance rates by mechanizing quality scoring. This way, managers can identify issues early and address them before they become more significant problems. It also helps managers generate reports on employee performance. Such data can improve training programs, identify areas where employees need more support, and inform resource planning.
5. Securing Data Migration
For contact centers that need to migrate data to new systems, NICE RPA can help. By automating manual data entry tasks, businesses can eliminate common errors and duplication of information during the migration process. Meanwhile, users may securely back up critical business data to prevent disruptions or losses.
With NICE RPA, businesses can also ensure the security of their data and customer information. Indeed, it records all customer interactions for future reference, compliance, and quality assurance purposes. Alongside this, it encrypts data at every point of contact to prevent unauthorized personnel from gaining access.
6. Automating Refunds and Returns
An excellent NICE RPA automation example – which offers many benefits – is providing refunds and returns to customers. By accelerating the processes related to these tasks, businesses can eliminate common errors and ensure consistency in service quality.
Through NICE RPA, agents can also offer expedited processing for individual customers who quickly need their refund or return. Such a feature personalizes CX and allows businesses generate higher levels of customer satisfaction.
The Bottom Line
NICE RPA allows businesses to increase the productivity of their contact centers while freeing up employee time to focus on other tasks.
These enhanced RPA capabilities accelerate the journey to a digital-first strategy by digitizing processes and providing maximum business value. As such, companies can boost efficiency, improve customer service, and increase ROI.
NICE also offers a leading resource planning solution. Find out more by reading our article: NICE WFM: 10 Top-Notch Features
