Over the years, NICE has transitioned from a product company to an enterprise software provider with a business built upon 4 strategic pillars: Cloud, Digital, Automation & AI, and Analytics. It operates in 2 main markets: Customer Engagement, and Financial Crime and Compliance. Customer Engagements is where it serves contact centers, back-office operations, and retail branches, across multiple industries, and drive 80% of revenue.
Lately, it has been investing in partnerships to drive full digitization to both front- and back-office processes. Its recent partnership with CallVU offers visually enriched IVR with the automation of complex back-end processes. It expanded its partnership with ABBYY to streamline the processing of unstructured data contained in scanned documents and integrate with NEVA, its virtual assistant which it launched last year.
In July 2019, it launched RPA version 7.1 which deepens its AI capabilities for the automation discovery process and real-time monitoring intelligence. Separately, it collaborated with AWS to expand its Cognitive Robotic Automation Platform to Amazon Lex chatbot, which allows customers to interact with service centers and resolve issues on a real-time basis.
NICE offers an open cloud platform that delivers pre-built CRM integrations, such as Salesforce.com, or partner-provided integration with unified communication tools. This enables seamless collaboration between contact center agents and experts in their organization.
It serves enterprises both directly and indirectly through its partner channel. Its professional services support covers the entire technology lifecycle, including defining requirements, planning, designing, implementing, customizing, optimizing, proactively maintaining, and providing ongoing support.
In January 2019, it introduced the NICE Robotic Automation Community, offering educational resources and global best practices to RPA professionals. Separately, it is also guiding the process of setting up CoEs and is providing necessary methodologies, training, best practices, and tools.
NICE foresees demand for open software platforms that provides fully-integrated solutions based on a shared framework of service, allowing easy deployment, flexible functionality and seamless addition of third-party solutions that extend the platform’s functionality to industry-specific needs.
Additionally, the demand for cloud solutions is on the rise mostly from small and mid-size organizations as it provides flexible and cost-effective deployment models. This trend is also picking up in large enterprises as cloud providers improve their capabilities around security and scalability.
To address the growing demand for professionals for automation projects, it is offering a range of training, knowledge resources and programs to help enterprises and partner communities to successfully drive automation initiatives.
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