What is the NICE Automation Center of Excellence (CoE)?

In order to take your investment in Advanced Process Automation to the next level and augment its value, a professional and specialized business led Center of Excellence (CoE) is needed to manage and oversee all aspects of your business process optimization. This dedicated business unit or CoE should comprise of a team including specialist automation developers and business analysis experts to manage, sustain and regulate all critical phases of your organization’s automation journey, from the initial design stage right through to the final deployment and maintenance.

As the most experienced robotic automation innovator in the marketplace, with over 500 000 robots in production and 400 deployments across a diverse range of industries, NICE has developed a deep knowledge base regarding best practices for building and maintaining Automation CoEs. NICE will accompany you throughout the process of setting up your Automation CoE, providing methodologies, training, best practices and tools created based on our extensive experience on a global scale.

My Center of Excellence

Why should I set-up a Center of Excellence (CoE)?

Bringing the value of automation and process optimization into your business is an ongoing journey; starting with the first implementation of an automated process, and continuing to grow and add more value, as more opportunities for improvement are identified.

Once you have the software in place, and you develop the right skills and capabilities in your organization, the value is there for you to realize it. Process optimization is a dynamic process, and every business operation in your organization can identify new needs for optimization and opportunities to increase efficiency and decrease cost.

Creating your own Advanced Process Automation (APA) CoE is key to ensuring structured governance, as well as securing the professional level of experts who can provide value to the various business units in the organization.

NICE will accompany you throughout the process of setting up of the Automation CoE, providing methodologies, training, best practices and tools created based on our extensive experience with numerous projects.

Why Consider a CoE?

Process automation is a journey, and once your organization is committed, it is critical to continue to grow, enhance and maintain your process automation approach in order to reap the long-term value and ROI.

  • Maintain Control: Central governance unit to lead and maintain all automation projects. Feel enabled and in control: effectively build and maintain process automation.

  • Create More Automations: Put a well-defined governance framework in place to drive accurate and scalable automation. Each automation needs to be planned, communicated, tested and measured. A comprehensive Automation CoE, including an expert team and specialized automation infrastructure creates a solid and stable baseline from which to expand and grow your automation footprint.

  • Build Long-Term ROI & Value: Realize a quick, clear ROI and ensure long-term value realization via an affordable investment. True value realization is achieved in the long-term by steadily increasing your business process automations, so that the value by way of improved efficiencies, cost reduction, improved customer service will also grow and expand steadily over a period of time.

  • Maintain Strategic or Competitive Advantage: Enable a quick response to ever changing business needs. The rapid rate at which RPA is being adopted is continually setting new business standards for process efficiencies and competitive benchmarks. Getting ahead of the curve requires an investment in best practice and well governed automations in order to achieve sustainability and scale. By continuously optimizing and realigning your process automations to support your business strategy, the value and momentum of your process automations will move forward in a highly sustainable way.

  • Growth in Artificial Intelligence (AI): Stable and well governed CoEs enable organizations to add new capabilities over time to their process automations. These include some of the latest cognitive innovations that NICE is bringing to the market such as machine learning, intelligent customer self-service channels and natural language processing.

CoE Benefits

A CoE enables you to become the “best in class” when it comes to Robotic Automation. Having a CoE allows you to own every aspect of delivery and support following our coaching with:

  • Defined success criteria

    • Processes to be automated are identified, planned and road mapped

    • Cost and effort are budgeted and controlled

  • Design efficiency

    • Follow vendor best practices

    • Optimize a process prior to automating

    • Select right automation (attended/unattended)

    • Track automation performance

  • Proper change management

  • Structure and knowledge to support automation beyond the technology

A CoE enables you to operate independently whilst calling on NICE for support when needed. Obtain a certification and become a member of the exclusive CoE community.

Advanced Process Automation CoE, The Journey

This section details the process of setting up an APA CoE – primarily covering the following steps:

  1. Establishing the APA CoE governance team.

  2. Acquiring the knowledge and skills per role.

  3. Putting knowledge into action through structured on-the-job training.

  4. Taking the lead and managing your CoE independently.

  5. Growing and maintaining your CoE with the NICE Advanced Process Automation community.