​​​​​​​​​​Real-Time Guidance & Desktop Automation

As global leaders and true natives in desktop automation technology, our approach extends beyond the automation of desktop tasks, by providing employees real-time process guidance. This unique end to end business process optimization approach is a robust enabler of sustainable digital transformation, a pressing issue on the agenda of most enterprises today. While Robotic Process Automation (RPA) handles end-to-end processes on a backend server, without human intervention, Desktop Automation complements it by attending to processes that are run on an employee’s desktop. Attended automation enables employees to perform more complex requirements that require a human touch.

The Digital Assistant – Boosting Employee Performance and Customer Service

Desktop (aka attended) software robots take over the management of repetitive and mundane desktop tasks, enabling employees to deliver a fast, efficient and accurate service with greater emphasis on the human touch. This is done by providing human employees with quick links to data and real-time next best action guidance in context. Employees can now focus on more engaging customer facing tasks, rather than on systems and processes.

Real-Time Guidance

Today’s digitally enabled customers expect immediate and accurate information. In order to provide this high-level service, employees need to access multiple applications containing ever changing customer and product information. They often also need to memorize scripts and carry out complex processes.

​​​​​​How can you be sure your employees choose the most effective resolution path to solve customer queries in real-time?

From Analysis to Real-Time Decision

NICE Desktop Automation provides your employees with real-time next-best-action recommendations, an intelligent decisioning engine, and process automation for reducing desktop complexities. Advanced object-based connectivity, allows desktop automation robots to extract data and write into any desktop application.

  • Real-time interaction analysis based on desktop actions
  • On-screen employee guidance
  • Data consolidation from multiple applications into a single window
  • Relevant drill-down information, accessible with a single click
  • Business rules configuration based on your organization's objectives

We want your organization to be able to shape customer interactions in real time, with effective employee action and streamlined processes.

Employee Guidance

Our intelligent real-time decisioning engine provides context-sensitive next-best-action recommendations directly to your employee’s desktop, as they talk with customers on the phone or via instant chat.

With Desktop Automation, employees will take appropriate action to:

  • Resolve issues quickly, during the first interaction
  • Collect missing information from customers
  • Follow guidelines and procedures
  • Provide consistent, top-notch service, based on best practices
  • Increase sales from inbound calls
  • Resolve any exceptions triggered by RPA

Desktop Process Automation

Our Desktop Automation solution facilitates complex business processes by automating some of the manual employee desktop activities. This way, employees are freed up to focus on more sophisticated tasks which require their unique skills.

  • Automate routine desktop tasks
  • Eliminate manual entry and process errors
  • Fast and effective service delivery
  • Reduce handle time

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Cross-Channel Interaction Recording
Record every contact to better understand your employees and customers.
Interaction Analytics
Analyze multiple interactions across channels.
Performance Management
Align the entire organization around transparent data and goals.
Workforce Management
Forecast customer demand across channels & ensure schedules have the right employees.
Quality Management
Focus employees on behaviors that define quality for the company and customer.
Business Continuity
Business continuity for interaction recording and all storage components.