AI-Driven smarter processes
NICE empowers Analytics, AI and Automation transformation by enabling faster and smarter processes, using Artificial Intelligence, machine learning, and advanced robots.
Solutions to enable organisations to:
- Offer AI-driven self-help channels
- Create smarter and faster internal processes
- Balance employees and robots
- Robotic Process Automation (RPA) – free up your employees to focus on more valuable priorities by delegating repetitive, admin-driven tasks to robots installed on back-end servers.
- NEVA Attended Automation – NEVA is the first ever virtual attendant designed specifically with the employee in mind, for the front and back office. Helping employees with admin tasks, NEVA observes and interprets desktop activities and responds to voice and text requests, popping up with information or automating routine tasks.
- Desktop Analytics – capture data and generate insights about employee behaviour on the desktop. Unlock clear visibility into daily desktop activities of front and back office employees and accurately pinpoint the most optimal business processes to automate.
- Authentication and Fraud Prevention – Real-time Authentication (RTA) provides end-to-end authentication and fraud prevention for contact centres. Based on voice biometrics, it automatically verifies the caller’s claimed identity within the first few seconds of natural conversation with an agent. RTA uses the same voiceprint across channels, allowing effortless authentication in the Interactive Voice Response (IVR) or mobile application.
Recording and compliance solutions
- Omnichannel Interaction Recording – record interactions for comprehensive compliance, intelligent Quality Management, customer and business insights, and prompt authentication. A scalable, secure, and robust platform to make it easy to record and manage interaction data from multiple channels and data sources in a single place.
- Contact Centre Compliance Recording – satisfy regulatory requirements by capturing all interactions, or just the ones you need. Bring together proactive compliance assurance capabilities and a dedicated policy and retention management for a unique solution for contact centres that enables IT, compliance, and agents to ensure their compliance level is always optimal.
- PCI Compliance for Call Recording – certified capabilities, privacy controls, multi-tiered security design and end-to-end multimedia encryption to ensure the safe handling of sensitive information and protection against identity theft. With automatic pause-and-resume recording and embedded mechanisms to prevent and detect violations, NICE’s PCI-Compliant Call Recording Solutions enable users to streamline compliance activities and take prompt action on potential breaches.