Formerly called NICE Interaction Management, the NICE Engage Platform is a revolutionary and innovative platform that enables your organisation to significantly reduce the total cost of ownership while still ensuring that 100% of interactions are recorded. Industry leading, secure omnichannel recording and interaction management platform, NICE Engage makes it easy to record and manage 100% of interactions across multiple channels and data sources.
NICE Playback Portal is the game changing solution that completely eliminates the challenges of upgrade and consolidation. Designed to facilitate smooth upgrades to the NICE Engage Platform, Playback Portal provides a single, straightforward point of access – from within Engage itself – to recorded interactions from multiple legacy systems. Users can query and playback both historical calls and their latest interactions, seamlessly and coherently. There is no longer a need to migrate databases or alter outdated solutions to communicate with one another, dramatically cutting the time and complexity of an upgrade to NICE Engage.
NICE Workforce Management is a cloud-based management suite designed to meet the needs of businesses of all sizes, across all industries. By leveraging embedded artificial intelligence and machine learning algorithms, users can identify patterns, develop accurate forecasts and generate a variety of reports.
Nice takes a comprehensive approach to analytics that is based on the ability to analyse both unstructured and structured data, come from all touchpoints of the customer journey and data systems.
NICE CXOne Analytics is focusing on three main key areas:
(RPA) Robotic process automation is a software technology that makes it easy to build, deploy, and manage software robots that imitate human actions interacting with digital systems and software. It automates repetitive tasks across systems and applications on physical or virtual machines.
Attended RPA also known as Robotic Desktop Automation is where automation can be carried out at the desktop level. The robot can do some procedures and then hand control back to the user if a decision requires their input. Attended bots can run on desktops, private servers or in the cloud.
These are executed without user intervention. They are usually used to perform batch operations and operate on a pre-set schedule or are triggered by logic in the process flow.
evcoms have solutions that deliver both desktop (attended) and server-side (unattended) automations so that employees can focus on productivity, not processing.
You first have to know what can and should be automated? evcoms will help you :
RPA seamlessly integrates with leading solutions for analytics, workforce optimisation and case management for maximum value and innovation.