2019-08-07T06:15:00Z
Miriam Tover - PeerSpot reviewer
Service Delivery Manager at PeerSpot (formerly IT Central Station)
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What is your primary use case for NICE Robotic Automation?

How do you or your organization use this solution?

Please share with us so that your peers can learn from your experiences.

Thank you!

4
PeerSpot user
4 Answers
GS
RPA Solution Architect at a comms service provider with 10,001+ employees
Real User
Top 5
2021-05-01T09:39:07Z
May 1, 2021

We used NICE for the back office. Our company has now integrated UiPath, and currently, we are using UiPath.

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MG
Director at a tech services company with 51-200 employees
Real User
Top 10
2021-04-30T18:11:45Z
Apr 30, 2021

It is a kind of desktop automation. It is for user-initiated and very specific automation, almost like macros. We have its latest version.

Marc Lee-Smith - PeerSpot reviewer
Group RPA & AI Platform Manager at Thomas Cook
Real User
2019-09-19T08:40:00Z
Sep 19, 2019

We use unattended automation for the bulk of our contact center processes and our financial shared-service center. We don't have attended robots, although they're on our roadmap for the next three months. We use it on-premise, currently, but we are moving, over the next two or three months, to Amazon AWS.

Nicola Bentham - PeerSpot reviewer
Business Readiness & Continuous Improvement Support Manager at Swinton
Real User
2019-08-07T06:15:00Z
Aug 7, 2019

We use it for agent guidance. This is a system that pops up throughout the call and helps them guide the conversation with the customer and makes sure they say what they need to say, in terms of regulatory stuff. That's especially true when they're selling product. It is used all the time by all the agents who are on the phone. We use the RTI software for other parts of the business as well. That's in development at the moment. We're working on the functionality to do things like auto notes or to mute the call when they're taking card details.

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Related Questions
Miriam Tover - PeerSpot reviewer
Service Delivery Manager at PeerSpot (formerly IT Central Station)
May 1, 2021
Hi, We all know it's really hard to get good pricing and cost information. Please share what you can so you can help your peers.
See 2 answers
Marc Lee-Smith - PeerSpot reviewer
Group RPA & AI Platform Manager at Thomas Cook
Sep 19, 2019
We just moved to an enterprise license agreement. It's an all-you-can-eat license, so we don't have to count the licenses anymore. We have perpetual licenses with NICE and we pay an annual maintenance fee on them. We've made a significant financial commitment to NICE. It shows that we are fully committed to NICE and to continuing the growth of automation within the group.
GS
RPA Solution Architect at a comms service provider with 10,001+ employees
May 1, 2021
As per my understanding, UiPath has a much lesser cost than NICE, but I am not sure.
Miriam Tover - PeerSpot reviewer
Service Delivery Manager at PeerSpot (formerly IT Central Station)
May 19, 2022
Please share with the community what you think needs improvement with NICE Robotic Automation. What are its weaknesses? What would you like to see changed in a future version?
2 out of 4 answers
Marc Lee-Smith - PeerSpot reviewer
Group RPA & AI Platform Manager at Thomas Cook
Sep 19, 2019
The one thing I'd like to see, and NICE is already heavily investing in it, is improvement in the user interface itself. They call it the Designer and it's what the developers use. It is a bit clunky; that is the polite way to put it. I'd like to see it be a bit more user-friendly, a bit more intuitive, and to move to something a bit more web-based, so they could develop though the browser for Excel. I believe NICE is already heavily investing in that, and I'm looking forward to getting my hands on that to have a quick play.
MG
Director at a tech services company with 51-200 employees
Apr 30, 2021
We haven't found it to be as powerful as some of the other platforms. From a true RPA perspective, it is pretty far behind some of the other solutions. It has emerged as a more desktop automation kind of tool, but it lacks a lot of enterprise features. It is not really a true RPA because of its licensing, which is kind of user-initiated. It would be nice it can be deployed at a more enterprise licensing model versus a user-based model. It didn't have autonomous automation so far, and they have just released this feature. They have kind of hodgepodged a bunch of products together to get there, but it is not as seamless as other solutions.
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