NICE Robotic Automation Primary Use Case

Marc Lee-Smith
Group RPA & AI Platform Manager at Thomas Cook
We use unattended automation for the bulk of our contact center processes and our financial shared-service center. We don't have attended robots, although they're on our roadmap for the next three months. We use it on-premise, currently, but we are moving, over the next two or three months, to Amazon AWS. View full review »
Nicola Bentham
Business Readiness & Continuous Improvement Support Manager at Swinton
We use it for agent guidance. This is a system that pops up throughout the call and helps them guide the conversation with the customer and makes sure they say what they need to say, in terms of regulatory stuff. That's especially true when they're selling product. It is used all the time by all the agents who are on the phone. We use the RTI software for other parts of the business as well. That's in development at the moment. We're working on the functionality to do things like auto notes or to mute the call when they're taking card details. View full review »
Find out what your peers are saying about NICE, UiPath, Blue Prism and others in Robotic Process Automation (RPA). Updated: October 2020.
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