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#contactcenterworld, @NICELtd, @forrester
Hoboken, NJ, USA, March 16, 2021 -- NICE (Nasdaq: NICE) announced that it has been recognized as a Leader by Forrester Research in its report entitled ‘The Forrester Wave™: Robotic Process Automation, Q1 2021’. NICE Robotic Process Automation (RPA) received the highest possible scores in the criteria of innovation roadmap, security/access control/authentication, and scale experience in Forrester’s report. Noting NICE’s ongoing innovation and use of AI, the report also cited its focus on AI ethics.
The Forrester Research report stated "With Process Automation Platform, NICE delivers a solution dedicated but not limited to contact center automation. New AI-based features include real-time speech analytics, real-time inventory checks, and next-best-offer recommendations for contact center agents. While NICE continues to innovate by leveraging the latest AI breakthroughs, it is also serious about AI ethics."
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The Forrester Research report notes, "NICE Automation Finder collects and analyzes employee desktop data, suggests automations, and helps generate automations using Click to Automate."
The Forrester report summarized, "NICE is not only a good fit for contact center automation but for both attended and unattended use cases, with a focus on text/voice analytics and processing."
"This recognition by Forrester marks the third analyst firm to recognize NICE’s RPA innovations," Barry Cooper, President, NICE Enterprise Group said. "We are pleased that Forrester Research has recognized what we believe are NICE RPA’s differentiators in technology and innovation, which support organizations in maximizing the value of RPA for their business and empowering their employees to deliver better experiences to their customers."
Posted by Veronica Silva Cusi, news correspondent
About NICE Systems:
NICE (NASDAQ: NICE), is a worldwide provider of intent-based solutions that capture and analyze interactions and transactions, realize intent, and extract and leverage insights to deliver impact in real time. Driven by cross-channel and multi-sensor analytics, NICE solutions enable organizations to improve business performance, increase operational efficiency, prevent financial crime, ensure compliance, and enhance safety and security. NICE serves over 25,000 organizations in the enterprise and security sectors, representing a variety of sizes and industries in more than 150 countries, and including over 80 of the Fortune 100 companies.
Forrester Research is an independent technology and market research company that provides advice on existing and potential impact of technology, to its clients and the public.
Published: Thursday, March 18, 2021
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