Robotics Automates Back Office

NICE Robotic Automation has been launched.

The solution uses software robots to automate routine back-office processes to help improve operational efficiency and resource utilisation – enabling employees to focus on more mission-critical activities instead of repetitive clerical tasks.

For example (in a bank that automates part of its loan processing), a customer calls the contact centre requesting a loan and in response, the agent opens up a request to approve it.

Once the request is approved, the solution automatically enters the loan details into several front- and back-end systems and sends an email to notify the customer that the loan has been approved.

The solution also helps to reduce back-office’s operating expenses and deliver a clear ROI by automating work processes. It can also scale according to the organization’s needs.

Additional features:

• Automation of routine desktop activities such as application launch, mouse selection, field entry, information copy/paste, template auto-fill and calculations
• Integration with third-party systems, including CRM, billing, homegrown or Citrix applications, to automate cross-application desktop activities
• Centralised control system to monitor and manage task queues and process execution
• Scalability – the system can add robots when more processing power is needed, for example at peak times
• Reliability and availability via health check reporting and a watchdog mechanism to automatically restart the robot client in the event of failure

“The new NICE Robotic Automation solution demonstrates our unwavering commitment to providing a rich offering for the back office,” said Miki Migdal, President at NICE Enterprise Product Group. “We believe that this highly innovative solution will greatly improve back-office operations and reduce organizational expenses by significantly improving processing time, accuracy and efficiency.”

For more information about NICE, visit their website.