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Gartner names NICE a Leader in 2022 Magic Quadrant

By Zach Thompson
Thu 28 Jul 2022

NICE has been recognised as a Leader in the 2022 Gartner Magic Quadrant for Robotic Process Automation (RPA) research report.

As one of 16 vendors evaluated, this marks the first time NICE has been positioned as a Leader in this Magic Quadrant for RPA.

Gartner positioned it in the Leaders quadrant for its ability to execute and completeness of vision.

“Robotic process automation remains a popular software market for improving operational efficiency with tactical automation most often happening via screen scraping,” Gartner says in the report.

“This Magic Quadrant evaluates 16 enterprise RPA vendors to help you make the best choice for your organisation’s task automation needs.”

NICE RPA gives customers a complete spectrum of automation offerings from a single platform, combining attended, unattended and cognitive automation.

NICE believes this streamlines processes and removes errors, allowing employees to shift their focus to high-value tasks.

In addition, NICE offers NEVA (NICE Employee Virtual Attendant), which it considers to be the first and most advanced employee virtual attendant bot across the entire global market.

“We are very pleased to be recognised by Gartner as a Leader in the Magic Quadrant for RPA, which we believe reflects our commitment to creating a more frictionless customer experience,” 
NICE workforce and customer experience president Barry Cooper says.

“Today’s digital consumers expect more efficient and personalised services than ever before, and only organisations who use digital and AI capabilities, like RPA, to keep up with these growing, sophisticated consumer demands will continue to lead into the future.”

This Gartner recognition comes after NICE announced the Summer 2022 release of CXone, which adds new capabilities that enhance journey orchestration and complete performance.

NICE notes that journey orchestration and complete performance are two crucial components of a complete CXi offering.

Further, the new capabilities improve digital experiences, make integrating with customer environments more straightforward and increase openness with mobile SDKs and integration options.

This newest release will see CXone make complete performance more robust by putting digital and AI at the forefront.

NICE says by doing this, the company is continuing its commitment to ubiquitous conversational self-service with faster, better and smarter bots.

The new capabilities also make CXone the only digital CX cloud platform that provides intent-based intelligent virtual agents (IVA).

In addition, CXone’s SmartAssist powered by Enlighten XO conversational data means CXone IVAs can train themselves in days, fostering a data-driven, empirical approach to self-service and making self-service faster to implement while growing containment and making generating frictionless digital customer experiences.

CXone’s new AI-driven supervisor workspace provides new capabilities for journey orchestration that ensure supervisors have an end-to-end view that affords them the means to understand and manage omnichannel engagements across the experience centre with real-time data across digital channels for a completely orchestrated journey management.

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