NICE Robotic Automation Reviews
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Marc Lee-Smith
Real User
Group RPA & AI Platform Manager at Thomas Cook
Oct 08 2019
What is most valuable?
NICE is one of the only vendors that does attended and unattended out-of-the-box. Using the unattended processes we've been able to build a "feature library." We break… more»How has it helped my organization?
A good example of an unattended bot is for what we call the "three two two two error," It has saved us £450,000 almost overnight. We allow customers to book seats on our… more»What needs improvement?
The one thing I'd like to see, and NICE is already heavily investing in it, is improvement in the user interface itself. They call it the Designer and it's what the… more»What's my experience with pricing, setup cost, and licensing?
We just moved to an enterprise license agreement. It's an all-you-can-eat license, so we don't have to count the licenses anymore. We have perpetual licenses with NICE and… more»Which solution did I use previously and why did I switch?
This is our first dabble into automation.What other advice do I have?
Listen to people who have the experience, guys that have gone through it; guys like us at Thomas Cook who didn't know on day one how to do this, at all. Also, do research… more»Which other solutions did I evaluate?
We looked at some of the other vendors, including UiPath, Blue Prism and Automation Anywhere. There were a few reasons that we took on the NICE product. First, they're the… more»
Nicola Bentham
Real User
Business Readiness & Continuous Improvement Support Manager at Swinton
Aug 12 2019
What is most valuable?
The standout feature is that we've been able to change it completely, visually. It has got icons, you can go into links, it's very colorful. We changed the whole look and feel of it in January. We developed all that last year with the developer. Guidance at other places can be a script, a Word… more»How has it helped my organization?
In terms of results, we tracked it when we first launched it. We had a pilot team using it and we tracked customer satisfaction through NPS. There was an increase in customer satisfaction. We increased our NPS overall by four percent within the first four weeks, and it's been going up. And we did… more»Which solution did I use previously and why did I switch?
We did not have agent-guiding RPA before NICE. Before the RPA client, our system was functional. However, it had a tendency to be slow or caught up. It could jump about a bit, so it wasn't as reliable. And the way we had designed the old system, the information, text, and words which we put in it… more»What other advice do I have?
For me, personally, the biggest lesson I've learned from using NICE is about how having certain IT software can really enhance performance, and I had never really thought of it that way. We can use the system to get through to making a sale, but I never really thought that it could actually enhance… more»Articles
User Assessments By Topic About NICE Robotic Automation
Find out what your peers are saying about NICE, UiPath, Blue Prism and others in Robotic Process Automation (RPA). Updated: January 2020.
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NICE Robotic Automation Questions
What is NICE Robotic Automation?
NICE Robotic Automation is allowing organizations to reinvent customer service in the back office and the contact center. Automation offers an immediate reduction of administrative costs for a quick return on your investment. With robots able to perform tasks four to five times faster than a human, NICE Robotic Automation enables quicker turnaround times for customer requests and improved service-level agreements (SLAs). Routine processes are completed flawlessly every time, reducing the need to allocate time for making corrections. NICE Robotic Automation is highly scalable, so a center's processing power can increase when demand does.
NICE Robotic Automation customers
HelpLine, Telefonica Spain, Banca Popolare Di Sondrio
Highlights
What we've done with the RTI client is that we've brought it into a bit more of a 21st-century feel. Our agents have the ability to move around when they want, click into stuff. They use it according to how their conversations go with the customer.
NICE is one of the only vendors that does attended and unattended out-of-the-box. Using the unattended processes we've been able to build a "feature library." We break each process down into workable chunks that we can save into a big library. The next time we come to automate a task, we already have chunks of that automation built.
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