NICE SYSTEMS UK LIMITED

NICE Robotic Process Automation (RPA)

NICE offers a full Advanced Process Automation (APA) platform. It delivers unattended Robotic Process Automation (RPA) and attended real-time employee assistance. The NICE Employee Virtual Attendant (NEVA) provides desktop guidance, compliance and automation in real-time, and NEVA Discover provides task mining, process mining & desktop analytics.

Features

• NICE Employee Virtual Attendant - NEVA - for employee guidance
• Real-time agent-assist, desktop automation, guidance & compliance
• Task mining, process mining, process analytics and automation finder capabilities
• Unattended RPA robotic automation to remove repetitive and mundane tasks
• AI & machine learning for intelligent, cognitive automation
• Supports building a re-usable component & process library
• Extensive connectivity options including Optical Character Recognition (OCR)
• Comprehensive reporting, business intelligence & business insights capability
• Ability to work with structured and unstructured data
• Knowledge transfer & enablement allows in-house build of robotic processes

Benefits

• Higher process throughput and faster processing speeds
• Allows staff to focus on important work
• Increased operational efficiency for contact centre and back-office
• Improved customer and staff experience
• Accelerated Digital Transformation
• Improved real-time regulatory compliance & reduced error rates
• Automatic generation of automations based on task mining
• 24/7/365 scalable, virtual workforce
• Reduced staff training & support for hybrid and remote working
• No need to change any existing IT systems

£1,322 to £8,464 a licence a year

• Education pricing available
• Free trial available

Service documents

• Pricing document

  PDF

• Service definition document

  PDF

• Terms and conditions

  PDF

Request an accessible format

If you use assistive technology (such as a screen reader) and need versions of these documents in a more accessible format, email the supplier at richard.perkins@nice.com. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 14

Service ID

106076741780323

Contact

Richard Perkins
07785503405
richard.perkins@nice.com

Service scope

• Software add-on or extension: Yes, but can also be used as a standalone service
• What software services is the service an extension to: NICE Robotic Automation does not require any changes to existing IT systems in order to provide attended and unattended automation. As such, it leverages and extends any desktop applications by performing actions as a user would but with 100% accuracy and typically 4-5 times faster.
• Cloud deployment model:
  • Public cloud
  • Private cloud
  • Hybrid cloud
• Service constraints: NICE Robotic Automation uses a Real-Time Client that performs actions in the same manner as a user would, using existing systems. As such, it requires access to the front end user interface of any systems residing on a Windows desktop (virtual or physical). Applications can also be accessed which reside with VDI interfaces such as Citrix or Hyper-V.
• System requirements:
  • Robots reside on virtual or physical Windows desktops
  • Windows 2012 R2/Datacenter Server for Control Room & Reporting
  • Windows 2016 R2/Datacenter Server for Control Room & Reporting
  • Windows 2019 r2/Datacenter Server for Control Room and Reporting
  • Support for Windows SQL Server 2014 standard/enterprise
  • Support for Windows SQL server 2016 standard/enterprise
  • Support for Windows SQL server 2019 standard/enterprise
  • Redhat Enterprise Linux 7.7, 7.8 or 7.9 for Automation Server
  • Redhat Enterprise Linux 7.7,7.8,7.9 for Automation finder AI server

User support

• Email or online ticketing support: Email or online ticketing
• Support response times: From 4 hours, depending upon agreed contracted response times
• User can manage status and priority of support tickets: Yes
• Online ticketing support accessibility: None or don’t know
• Phone support: Yes
• Phone support availability: 24 hours, 7 days a week
• Web chat support: Web chat
• Web chat support availability: 9 to 5 (UK time), Monday to Friday
• Web chat support accessibility standard: None or don’t know
• How the web chat support is accessible: Web chat support is accessible via a web chat session.
• Web chat accessibility testing: Web chat accessibility testing will be done as part of the deployment to check whether the customer’s staff can appropriately access this.
• Onsite support: Yes, at extra cost
• Support levels: NICE provides the following level of support:; * Comprehensive (24 x 7); ; Support is managed via the NICE Account Manager and NICE Technical Account Manager. Your NICE Account Manager will be happy to provide you with further information relating to the different levels of service and associated costs.
• Support available to third parties: Yes

Onboarding and offboarding

• Getting started: NICE Education Services provides comprehensive, role-based training programmes for our customers and business partners, with over 80 courses across IT, business and operational functions. For Robotic Automation, the primary courses are the developer essentials which is a 20 hour online self-paced training course or alternatively you can attend a physical/virtual classroom for the Automation Studio in 2 bootcamps which are each 4 days including a certification at the end. This focuses on being able to build automations. Other courses are available virtually via online training via the NICE Dojo education portal.; ; After the Automation Studio course, the participants would work alongside either Partner or NICE Professional Services teams on project delivery to gain knowledge transfer and to complete their enablement. The shift of activities from either Partner/NICE to the department can be as fast or slow as you see fit and we would be happy to advise on an ongoing basis and put in place an appropriate transition plan .; ; The NICE product also has extensive documentation and user manuals. As an example, the Automation Studio User Guide has 2,000+ pages including extensive screenshots and examples.
• Service documentation: Yes
• Documentation formats:
  • HTML
  • PDF
• End-of-contract data extraction: NICE's Professional Service team will work with each department to ensure a smooth and professional extraction of customer data. This process will be managed by the NICE Project Director, assigned to the project. Robotic Automation reports can be exported to Excel and PDF formats, alternatively the data stored in the datamart and RT database can be exported.
• End-of-contract process: At the end of the contact, the client will have the choice to (i) extend the contract (on the same or amended terms), (ii) not renew (iii) novate the contract to other terms.

Using the service

• Web browser interface: Yes
• Supported browsers: Chrome
• Application to install: Yes
• Compatible operating systems: Windows
• Designed for use on mobile devices: Yes
• Differences between the mobile and desktop service: NICE's automation hub framework can accept work from any channel, including web self-services, mobile apps, e-mail inboxes, digital mailroom and many more. NICE exposes web services that can be called in order to inject work for unattended automation.
• Service interface: Yes
• User support accessibility: None or don’t know
• Description of service interface: NICE Robotic Automation provides webservices via SOAP/REST
• Accessibility standards: None or don’t know
• Description of accessibility: Connectivity can be provided via a number of standard connectors which will link to applications, web pages or underlying databases, via webservices (using SOAP/REST) or connecting to applications via open API interface.
• Accessibility testing: Using our standard connectivity options will determine which appropriate connectivity option may be required.
• API: Yes
• What users can and can't do using the API: NICE provides Web Services to be consumed by external parties. Unattended robots can be tasked with transactions and work using Web Services calls. Attended robots can be called by the robot client API or triggered by desktop events. NICE also provides an SDK to extend functionality.
• API documentation: Yes
• API documentation formats:
  • Open API (also known as Swagger)
  • PDF
  • Other
• API sandbox or test environment: Yes
• Customisation available: Yes
• Description of customisation: NICE Robotic Automation is designed to be maintainable in-house, and extensive training and knowledge transfer can be provided.; ; All aspects of the robotic automation for both attended and unattended uses can be customised using the Automation Studio. This is the development and authoring environment. The entire solution logic, connectivity layer, business rules and all other components are developed in this one code-free environment. Publishing of automation solutions and assignment to teams/users/robots are also performed from here.; ; No coding experience is required and Automation Studio training is provided either online self paced or via a physical/virtual classroom course which is covered in two bootcamp training courses which span 4 days each with certification at the end. This can be supplemented by practical, project-based knowledge transfer and enablement to support self-sufficiency.; ; It is NICE’s best practice and recommended approach to create a sustainable business-as-usual Automation Delivery Centre or COE. NICE can also assist with this through knowledge transfer, mentoring and training.

Scaling

• Independence of resources: NICE's solution is highly scalable for thousands of users and robot clients. It can be built according to specific requirements and scaled appropriately for each client.

Analytics

• Service usage metrics: Yes
• Metrics types: From a support perspective, NICE provides the Wiser Service Portal where tickets can be reviewed. Support and services ticket information on availability and connectivity is provided.; ; Unattended robots are supported by a Control Room and MI Reporting framework. Reports on usage, cases, utilisation etc. can be produced and reviewed. Attended (and unattended) robots also allow Data Collection to be specified, such that any aspect of the solution can be reported upon.
• Reporting types:
  • API access
  • Real-time dashboards
  • Regular reports
  • Reports on request

Resellers

• Supplier type: Not a reseller

Staff security

• Staff security clearance: Conforms to BS7858:2019
• Government security clearance: Up to Security Clearance (SC)

Asset protection

• Knowledge of data storage and processing locations: Yes
• Data storage and processing locations:
  • United Kingdom
  • European Economic Area (EEA)
• User control over data storage and processing locations: Yes
• Datacentre security standards: Complies with a recognised standard (for example CSA CCM version 3.0)
• Penetration testing frequency: At least every 6 months
• Penetration testing approach: ‘IT Health Check’ performed by a Tigerscheme qualified provider or a CREST-approved service provider
• Protecting data at rest: Physical access control, complying with SSAE-16 / ISAE 3402
• Data sanitisation process: Yes
• Data sanitisation type: Explicit overwriting of storage before reallocation
• Equipment disposal approach: Complying with a recognised standard, for example CSA CCM v.30, CAS (Sanitisation) or ISO/IEC 27001

Data importing and exporting

• Data export approach: Robotic Automation reports can be exported to Excel and PDF formats, alternatively the data stored in the datamart and RT database can be exported.
• Data export formats:
  • CSV
  • Other
• Data import formats:
  • CSV
  • Other

Data-in-transit protection

• Data protection between buyer and supplier networks:
  • Private network or public sector network
  • Other
• Other protection between networks: Direct circuits or secured communications using HTTPS and SFTP are utilised. Data is encrypted during transmission.
• Data protection within supplier network:
  • TLS (version 1.2 or above)
  • IPsec or TLS VPN gateway

Availability and resilience

• Guaranteed availability: SLAs are agreed with the client based on specific business requirements. NICE would be happy to work with you based on the different deployment options available to agree a specified SLA for availability for each deployment option.
• Approach to resilience: The NICE Robotic Automation solution can be deployed in a High Availability configuration. Certified solution can be configured as HA within a site (with each cluster defined as Active/Active) and Active/DR between sites. In the local site this is by Automation Server Clustering and DB clustering and between sites by using DNS Alias and Disk Replication. In addition the robotic client can still keep working in the event it is disconnected from the server. The database layer can also be made highly available using the Microsoft SQL clustering or MS SQL Always On which the solution integrates with.
• Outage reporting: NICE's solution has an built in alarming and monitoring application, using Prometheus and Grafana , to monitor different metrics related to the system. For example: number of unhandled automation requests, number of requests backlog, failed requests in the last 24 hours, robot average handle time, number of active robots, etc. When the threshold value defined for each metric is breached, the application displays alerts and sends email notifications. This provides system alarming, and can also forward alerts to a system management infrastructure.

Identity and authentication

• User authentication needed: Yes
• User authentication: 2-factor authentication
• Access restrictions in management interfaces and support channels: The NICE Robot Client and Designer supports the following types of user authentication:; ; For clients: ; 1. Silent login.; 2. Single Sign On (based on Kerberos) integrated with Microsoft Active Directory.; 3. SAML based Windows Single Sign On (SSO) – Identity Provider (PingFederate) and Service Provider (OpenAM) uses Active Directory domain controller; ; For the Designer: ; 1. Username / password integrated with Automation Server local data store.; 2. Username / password integrated with Microsoft Active Directory Secure Communication (HTTPS) between the Client / Designer and the Real-Time Server digital signature of the project files.
• Access restriction testing frequency: At least every 6 months
• Management access authentication:
  • 2-factor authentication
  • Public key authentication (including by TLS client certificate)

Audit information for users

• Access to user activity audit information: You control when users can access audit information
• How long user audit data is stored for: At least 12 months
• Access to supplier activity audit information: Users contact the support team to get audit information
• How long supplier audit data is stored for: At least 12 months
• How long system logs are stored for: At least 12 months

Standards and certifications

• ISO/IEC 27001 certification: Yes
• Who accredited the ISO/IEC 27001: SII - Standards Institute of Israel
• ISO/IEC 27001 accreditation date: 18th June 2007
• What the ISO/IEC 27001 doesn’t cover: Our accreditation covers all elements.
• ISO 28000:2007 certification: No
• CSA STAR certification: No
• PCI certification: Yes
• Who accredited the PCI DSS certification: N/A
• PCI DSS accreditation date: N/A
• What the PCI DSS doesn’t cover: N/A
• Cyber essentials: Yes
• Cyber essentials plus: No
• Other security certifications: Yes
• Any other security certifications: SOC2 for Cloud services

Security governance

• Named board-level person responsible for service security: Yes
• Security governance certified: Yes
• Security governance standards: ISO/IEC 27001
• Information security policies and processes: All information, security policies and controls are based on the ISO 27002 guidelines. The NICE board member responsible for Governance is Dovi Malek.

Operational security

• Configuration and change management standard: Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
• Configuration and change management approach: NICE has a documented administrative and operational procedures required to ensure that Information Security is inspected in any implementation of new IT system or a change in an existing system, so that only approved IT systems will be operated in the Production environment. This document will be made available to read upon request.
• Vulnerability management type: Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
• Vulnerability management approach: NICE's vulnerability scanning and patch management policy follows the Nessus approach.
• Protective monitoring type: Supplier-defined controls
• Protective monitoring approach: SOC - security operation center using IBM Qradar
• Incident management type: Supplier-defined controls
• Incident management approach: NICE's Incident management policy is a detailed document and will be made available upon request. The scope of this policy is to provide guidelines for implementing cyber and information security incident response process to ensure a consistent, unified and effective approach to the management of incidents and adverse events with a negative consequence to NICE operation. The policy includes:; * Incident response process of cyber and information security incidents; *Incidents use cases and containment activities; * Incident declaration; The following use cases: ; * Data Breach/ leakages; * Critical infrastructure denial of services; * Malware attack; * Ransomware; * Physical events

Secure development

• Approach to secure software development best practice: Independent review of processes (for example CESG CPA Build Standard, ISO/IEC 27034, ISO/IEC 27001 or CSA CCM v3.0)

Public sector networks

• Connection to public sector networks: No

Social Value

• Social Value:

  Social Value

  • Fighting climate change
  • Equal opportunity
  • Wellbeing

  Fighting climate change

  At NICE we have an ongoing commitment to improving our operations in order to help cut energy use, reduce the use of plastic and generation of waste, encourage recycling, and lower our carbon footprint. Our goal is to increase the awareness of the need to preserve the environments in which we operate and to minimize any environmental impact from our activities and products. Complying with ISO14001, applicable environmental legislation, regulations and the majority of customer requirements; Striving towards prevention and continual reduction of any adverse environmental effects from our activities and products; Demonstrating continual improvement of environmental objectives and fostering environmental awareness among NICE personnel and promoting internal communication of this policy. Monitoring of energy use through BMS (Building Management System), in addition to monitoring of energy efficiency on an ad-hock basis through an external auditor; Environmental Training: All New hires are provided environmental training; All Electric and Electronic equipment is disposed of by complying with WEEE Directive in the EU and local directives in all other jurisdictions, in addition to waste management and monitoring in our facilities; The majority of data centers we currently use have reported on using renewable energy and applicable target setting. We have also received an exemption from reporting our electronic waste under Israeli regulation due to minimal amounts of e-waste (below 1 ton). Suppliers are contractually obligated to comply with our Supplier Code of Conduct which includes environmental related commitments. Critical suppliers undergo an initial due diligence questionnaire, annual monitoring and audits. Although the manufacture of hardware in our products is now minimal, we have adopted responsible End-of-Life policies for the applicable products to ensure ease of dismantling, removal of hazardous materials and our participation in take-back schemes of hardware manufacturers.

  Equal opportunity

  NICE focuses on recruiting top talent globally, placing an emphasis on hiring the best without any prejudice. The recruitment process itself concentrates on the person behind the skills and capabilities, ensuring that candidates from all sectors of society, including minority groups, have a fair and equal chance at being employed at NICE. We provide an inclusive workspace, a safe environment for women and men of different religions, nationalities, and gender orientations. We celebrate these differences throughout the year, joining each other in marking festivals and holidays such as Chinese New Year, Diwali, Thanksgiving, Pioneer Day, Jewish New Year, International Women’s Day, Pride Day and more. NICE boasts great diversity, with offices across the world, and substantial representation from many different population sectors and groups globally. We encourage our employees to bring their individual identities to the table and to work in teams that foster inter-cultural communication and ultimately, innovation. The age range of our employees is particularly wide, from Gen Z-students and interns who are in their tertiary studies through to those who have already passed retirement age and have chosen to continue working at NICE. People of different ages work together in tight-knit teams, each bringing their perspective and enabling the healthy exchange of ideas and opinions. Within our efforts to decrease the gender gap in technology, our best and brightest female engineers are leading an initiative to inspire and mentor young girls and drive them into technology careers. We empower young girls with coding skills, in the hope of increasing female representation in the technology space, where women are under-represented today. Indeed, by encouraging more girls to pursue science and technology studies, we can contribute to laying the foundations for greater gender equality.

  Wellbeing

  At NICE we believe in leveraging our strengths to benefit our local communities: sharing our knowledge, expertise, capabilities, and investing time in giving back to the communities in which we operate. The best way to contribute is through a close alignment between our business and community relationship strategies. For over a decade, NICE has made community involvement an integral part of its corporate culture, supporting and encouraging thousands of its employees to volunteer at a wide range of organisations worldwide. Support of the community is also expressed in donations to social and welfare services (food, medicine, hygiene products) and in financial support of different institutions (educational, sports, and institutions for the elderly). To address this topic, we employ a community manager specialist to manage community programs. a We believe in the power of volunteering and encouraging our employees to engage in regular volunteer work for different causes. NICE is dedicated to mental health and wellbeing and offers all employees support through a number of initiatives which run each month including shining a spotlight on trailblazing campaigns which raise awareness for Mental Health and those affected. We have Mental First Aiders who have trained internal professionals to support staff if they are finding things difficult. There are Mental Health and Wellbeing quick links available to all staff, such as the Mental Health Foundation, MIND, SANE and YoungMinds/Mental Health for Children & Youth. Also the health of our employees is important and we offer many opportunities for staff to join in health talks, have access to relevant podcasts, yoga and mindfulness sessions to improve the overall wellbeing and health of our staff all through a dedicated site for NICE employees around Health and Wellbeing.

Pricing

• Price: £1,322 to £8,464 a licence a year
• Discount for educational organisations: Yes
• Free trial available: Yes
• Description of free trial: NICE can provide free trial licences for government departments and agencies. Automation Studio free trial edition can be downloaded to get started quickly. Free of charge online training is also available.
• Link to free trial: https://www.nicerpa.com/free-trial/

Service documents

• Pricing document

  PDF

• Service definition document

  PDF

• Terms and conditions

  PDF

Request an accessible format

If you use assistive technology (such as a screen reader) and need versions of these documents in a more accessible format, email the supplier at richard.perkins@nice.com. Tell them what format you need. It will help if you say what assistive technology you use.