• Login
  • Status
  • Support
  • Partners
  • Pricing
  • Careers
  • ENLanguages
    • English
    • Deutsch
    • Français
    • 日本
    • 简体中文
    • العربية
    • 한국
    • Español
Customer Experience (CX) AI Platform
  • Customer Experience (CX) AI Platform×
  • Platform

      CXone Mpower Platform

      • Platform Overview

        Complete AI platform for customer service automation

      • Purpose-built AI for CX

        Powering smarter CX with AI-driven insights and automation.

      • Cloud Architecture

        Innovative cloud-native foundation to rapidly scale extraordinary CX

      • Voice as a Service (VaaS)

        Crystal-clear, scalable voice interactions for effortless interactions

      • Dashboards & Reporting

        Gain a full operational picture of your contact center, with enhanced visualization of real-time and historical insights

      • Integrations

        Seamlessly connect your business systems with our platform

      • Trust & Compliance

        Securing your trust with every interaction

      Discover the full value of AI in customer service

      Understand the benefits and cost savings you can achieve by embracing AI, from automation to augmentation.

      Calculate your savings

    • Products
      • Explore all Products

      • Capabilities

      • Workflow Orchestration

        Workflow Orchestration

        Evolve from interaction management to workflow orchestration across the entire organization.

        Learn more

        • Omnichannel Routing

          Reduce wait times and boost conversions with smart customer-agent matching.

        • Proactive Engagement

          Generate more revenue, minimize hang-ups, and proactively connect to reduce friction.

        • AI Orchestrator

          Unify and optimize every customer service workflow from intent to fulfillment.

        • Agent Desktop Workspace

          Connect front and back office teams with data, conversations, and workflows together in one place.

      • Workforce Augmentation

        Workforce Augmentation

        Move beyond tools to empower employees with real-time, actionable intelligence that elevates performance.

        Learn more

        • Specialized AI Copilots

          Elevate human performance with specialized AI copilots for every role.

        • Workforce Engagement Management

          Elevate employees, adapt to flexible work, and meet expectations - without compromise.

        • Automated Summary

          Instantly summarize interactions to accelerate resolution times and efficiency.

        • Voice of the Customer

          Unlock customer insights to enhance experiences, drive loyalty, and boost business growth.

        • Interaction Analytics

          Gain AI-powered insights from 100% of interactions to drive continuous improvement.

      • Service Automation

        Service Automation

        Go beyond answering questions to fully automate customer intent through fulfillment.

        Learn more

        • Intelligent Virtual Agent

          Boost self-service satisfaction and conversion with conversational AI agents.

        • Experience Optimization (XO)

          Synthesize real customer conversations to identify your top automation opportunities.

        • AI Agents

          Instantly create no-code AI agents powered by your data—build once, deploy everywhere.

        • Proactive AI Agent

          Keep customers engaged in conversation from onboarding to installation, service, and retention.

        • Knowledge Management

          Activate AI-powered enterprise knowledge to increase self-resolution rates and loyalty.


      • Solutions

      • By Industry

        By Industry

        • BPO

          Business Process Outsourcers

        • Financial Services

          Customer experiences that count

        • Government

          Elevate citizen trust

        • Healthcare

          Healthy patient experiences

        • Insurance

          Secure policyholder experiences

        • Retail

          Delight customers where they shop

        • Telecom

          CX for Telecommunications

        • Travel & Hospitality

          Boost traveler and guest loyalty

        Discover the full value of AI in customer service

        Understand the benefits and cost savings you can achieve by embracing AI, from automation to augmentation.

        Calculate your savings

      • By Business Initiative

        By Business Initiative

        • Grow Revenue

          Boost conversions and win rates to accelerate growth

        • Engage & Empower Employees

          Create a workplace of truly engaged employees

        • Boost Customer Loyalty

          Improve customer loyalty on interactions across the journey

        • Drive Digital Transformation

          Integrate digital technology at the center of CX

        • Small and Medium Business

          Drive growth and boost revenue with smarter, cost-effective customer service built for SMBs.

        • Call Center Software

          Empower agents to provide better experiences

        • Increase Operational Efficiency

          Leverage AI and automation to increase agent retention

        • Move to the Cloud

          Elevate experiences by moving operations to the cloud

        • Improve Compliance

          Protect your consumers with pre-built compliance solutions

        • Proactive Customer Engagement

          Elevate customer satisfaction with proactive conversational AI

      • Integrations & Custom Solutions

        Integrations & Custom Solutions

        • CXexchange Marketplace

          Discover partner solutions to extend capabilities on our platform

        • Pre-Built Integrations

          Seamlessly connect your business systems with our platform

        • Developer Tools & APIs

          Endless customization options with RESTful APIs and robust SDKs

        • Partner Ecosystem

          Embark on a journey of shared success and collaboration

        91% of customers recommend NiCE as a preferred CCaaS vendor

        Gartner® named NiCE the only Customers’ Choice CCaaS vendor in its 2024 Peer Insights™ “Voice of the Customer for Contact Center as a Service” report.

        Get report


      • View All Products
    • Services
      • Explore all Services

      Professional Services

      • Professional Services

        Industry-leading expertise, tools and know-how

      • Implementation Partners

        NICE-certified implementation partners

      • Business Consulting

        Your partner for successful transformation

      Training

      • Contact Center Training

        Tailored education delivered by CX experts

      Support & Assistance

      • Customer Support

        Global support you can depend on

      Make the smartest buying decision with the latest Gartner analysis

      NiCE has been named a Gartner® Magic Quadrant™ Leader for Contact Center as a Service for the 10th consecutive year and is positioned furthest on Completeness of Vision.

      Get report

    • Resources

        Knowledge Base

        • All Resources

          Whitepapers, datasheets, demos and more

        • Analyst Perspectives

          Contact center reports from third party analysis

        • Terms Glossary

          Detailed descriptions of industry-related terms

        • FAQs

          Contact center focused frequently asked questions

        • Guides

          Expert insights for superior CX

        Learning & Insights

        • On-Demand Webinars

          Browse our extensive webinar catalog

        • Interactive Product Tours

          Explore the complete platform with our self-guided demos

        • Blog

          CX industry guidance by contact center experts

        • Why NiCE? Video Series

          Step Inside The Room Where It Happened to see CX AI in action

        • NiCE & Simple: Video Demo Series

          Brilliant, bite-sized videos from our top product pros

        Community

        • Events

          Upcoming events and webinars

        • Customer Stories

          Our customer's success is paramount. Read case studies about real CX transformation

        • NiCE Clubs

          Collaborate, learn, and share best practices for customer service excellence

        Discover the full value of AI in customer service

        Understand the benefits and cost savings you can achieve by embracing AI, from automation to augmentation.

        Calculate your savings

      • Company

          Company

          • About Us

            Powering seamless cloud experiences

          • Investors

            Investors relations, reports and filings

          • Global Offices

            Interactive map of locations worldwide

          • Careers

            View job openings and learn about our culture

          • NiCE Leadership

            Meet our global leadership and executive team

          News & Media

          • Events

            Upcoming events and webinars

          • Press Releases

            Find the latest updates from NiCE

          • Media Center

            Media contacts and resources

          Corporate Governance

          • NiCE Trust Center

            Securing your trust with every interaction

          • Market Leadership

            Discover why NiCE is the market leader

          • Corporate Responsibility

            In a world where you can be anything, be NiCE

          Make the smartest buying decision with the latest Gartner analysis

          NiCE has been named a Gartner® Magic Quadrant™ Leader for Contact Center as a Service for the 10th consecutive year and is positioned furthest on Completeness of Vision.

          Get report

          • ENLanguages
            • English
            • Deutsch
            • Français
            • 日本
            • 简体中文
            • العربية
            • 한국
            • Español
          • Get Started
            • Login
            • Status
            • Support
            • Partners
            • Pricing
            • Careers

          Company

          • About Us
          • Careers
          • Global Leadership
          • Media Center
          • Investors
          • Awards
          • Global Office Locations
          • Contact Us
          • CCaaS
          • Customer Experience
          • NiCE Public Safety
          • NiCE Actimize
          • NiCE RPA

          Partners

          • NiCE Partners Overview
          • Developer Partners (DEVone)
          • CXone Mpower Partner Portal
          • NiCE Help Partner Portal
          • NiCE User Group

          Customer Support

          • Customer Support Overview
          • CXone Mpower Support Login
          • NiCE Customer Support
          © 2025 NiCE
          • Terms of Use
          • Site Map
          • Privacy Policy
          • Legal
          • Cookies Settings
          • Accessibility

          Stay Connected

          © 2025 NiCE

          Agile Development and Attended Automation: True Collaboration for Rapid Success

          by Catherine Gurwitz
          December 16, 2019
          Share

          Agile methodologies streamline the development of attended automation robots by enhancing collaboration between business users and developers.

          Organizations around the world are embracing robotic process automation (RPA) to drive business efficiencies, elevate productivity and improve customer service. We are seeing more and more enterprises embrace attended automation to help augment employees’ capabilities and help them to execute desktop tasks more efficiently and effectively.

          Many companies are finding that agile methodologies have an invaluable role to play in developing these attended automations. It’s a perfect pairing of technology and methodology. Building attended automations requires continuous user feedback and interaction. The same is true for developing with agile. Let’s take a closer look at the benefits.

          A Collaborative Approach

          The agile life-cycle enables true collaboration between developers and business-users. The development process is broken into small iterations called ‘sprints’ in which valuable SLU’s (Small Logic Units) are identified. SLU’s are then developed in parallel to one another, enabling a fast and constant stream of deliverables. When it comes to attended automation, this means that new automated processes can be rapidly built, and business-users can start using chunks of the functionality in practice.

          As they do so, they can give feedback to the agile team, who can then refine and optimize the automated process to improve performance and the overall user experience. Several SLU’s and process elements can be developed in parallel by following this methodology. This makes for a collaborative and efficient partnership between business users and the agile team.

          By the time a fully developed attended automation is deployed, users will be ready for it and adoption will be simpler because the people who will use and benefit from the process automation will have given their feedback throughout the development process. Let’s sum up a few more advantages of embracing agile methodologies for building attended automations:

          1. Flexibility: Working with elements of an end to end business process makes it easier to accommodate unexpected change requests.

          2. More efficient debugging: Because debugging efforts are focused on smaller sub processes, troubleshooting and bug fixing is much less painful and time-consuming.

          3. Faster turnaround: It takes two to three weeks to experience and review each SLU and roughly two and a half months to review a demo of the full process.

          4. Better quality: The focused attention on each process segment – paired with efficient error detection and correction plus constant user feedback – improves the quality of the final process automation and deployment.

          5. Customer value: Business-users can see rapid progress in the development process and can start using each automated SLU once completed and published. In parallel, as the end user is experiencing each automated SLU, in practice, the development team can start working on the next deliverable.

          Adopting a flexible mindset for scaling and continuous improvement

          To be successful when using agile for developing attended automations, organizations need to have a flexible mindset with the sole purpose of achieving true collaboration. They should not create an upfront effort estimation, as they do when using a waterfall development methodology. Instead, by starting the development value realization will soon follow and the project scope and effort estimate will start to take shape.

          To scale their attended automation footprint, enterprises can use Intelligent tools such as NiCE’s Automation Finder. Automation Finder extracts and analyses millions of employee desktop actions to determine the best processes to automate. This works well with agile, since the Automation Finder presents the specific SLUs to the business analyst, which can in turn be handled by the agile team.

          As a set of values and principles for building attended automations, agile helps to reduce risks, improve speed to production, enhance flexibility and ensure a good user experience with, and high adoption of the technology post deployment. Automation development teams that have not yet adopted agile for attended and other automations should start investigating how it could benefit their automation programs – many that try it never look back.

          About the Author

          Catherine Gurwitz

          Catherine is a product marketing manager for NiCE Advanced Process Automation Solutions. She is an energetic, results-driven marketing and communication professional with 14 years of industry experience across strategy development, marcom, PR/media relations and content creation. Her deep corporate and agency experience in addition to managing global communications and brand launches has resulted in a proven track record in achieving impressive customer growth and retention rates and greatly exceeding publicity targets.

          See All Blogs

          Follow Us

          Follow us to get the latest news from your preferred Social Network

          linkedinlinkedinlinkedinlinkedin

          Popular Posts

          August 20, 2025

          AI and workforce management: How businesses can plan for a bot-infused world to finish 2025 strong

          Read

          August 13, 2025

          Driving business impact through the 3 pillars of smart engagement

          Read

          August 6, 2025

          4 examples of how AI creates a NiCE world making financial services customers happier

          Read
          NiCE TV’s Top 10: Bold conversations reimagining the future of service

          July 29, 2025

          NiCE TV’s Top 10: Bold conversations reimagining the future of service

          Read

          July 21, 2025

          25 moments that made Interactions 2025 a NiCEr world

          Read

          More from the blog

          AI

          AI and workforce management: How businesses can plan for a bot-infused world to finish 2025 strong

          Customer self-service has been a go-to solution for easing the load in contact centers for a long time.

          August 20, 2025

          AI

          Driving business impact through the 3 pillars of smart engagement

          In today’s hyper-connected, always-on world, customer experience no longer begins when a person dials your number or clicks your website – it starts long before.

          August 13, 2025

          CXone

          4 examples of how AI creates a NiCE world making financial services customers happier

          In today’s financial landscape, banks and other institutions aren’t just competing on rates or product offerings, they’re also competing on keeping customers satisfied and loyal.

          August 6, 2025