NICE
Overview
NICE's RPA product, NICE Robotic Automation, includes NICE Employee Virtual Attendant (NEVA), Automation Finder (process discovery), Automation Studio, and OCR. NICE's RPA solution is primarily designed for the most common real-time support automation scenarios in contact center environments. It complements NICE's customer service applications for employee engagement management software. RPA products support on-premises, SaaS, public, and private cloud deployment.
NICE's RPA solution provides a powerful object-based approach that enhances resilience to changes in the user experience (UX), such as when the position or attributes of an element change. This powerful ability to recognize such changes in this solution enables automation to recover on its own when applications change.
Main Features
- NICE Robotic Automation includes real-time voice guidance through NEVA, NLP-based text analysis, and unsupervised ML functionality built into interactive agents. It also uses voice analysis to capture any phrase and analyze the next optimal recommendation. NICE has included "click automation" for citizen developers by extending the functionality of Automation Finder snapshots.
- User-Friendly Interface: RAP NICE takes a user-centric approach and offers a drag-and-drop-based visual editor. Users can easily design and develop processes without programming experience.
- Integration with Various Applications: Seamless integration with various business applications, supporting collaboration with web, desktop, mainframe, Excel, etc.
- Scalability: RAP NICE has a scalable structure, suitable for organizations of various sizes from small businesses to large enterprises.
- Monitoring and Analysis: Real-time monitoring and analysis functions allow continuous tracking and evaluation of the performance and effectiveness of automated processes.
- Security: RAP NICE complies with industry-standard security regulations and ensures the protection and compliance of critical data.
- Integration with AI: Integration with artificial intelligence enables automation of advanced tasks such as unstructured data processing and complex decision-making.
- Collaboration Features: Provides tools to facilitate collaboration between different departments and teams, making joint work easier and increasing consistency and efficiency in business processes.
- Support for Cloud and On-Premises: RAP NICE supports both cloud and on-premises, allowing flexible deployment according to the organization's specific requirements and strategies.
Disadvantages
NICE's RPA platform lacks basic document processing or process mining functionality, relies on third-party components for OCR, ML, and NLP for IDP, which may require additional work for configuration and integration. Some Gartner customers have pointed out that earlier versions of NICE's development platform (most of which are still in use) do not have an intuitive and user-friendly GUI. NICE does not support AutoML. NICE's RPA is compatible with SOC 2, HIPAA, GDPR, and PCI, but does not yet support FedRAMP.
Evaluation
NICE has received the highest use case score among all vendors for Attended Automation. It has also been ranked in the top tier for Unattended Automation. NICE has been ranked in the mid-tier for all other use cases and received the lowest use case score for the Automation Marketplace.