“ We ’ re living in a world where what is seen as state-of-the-art today could be disrupted tomorrow ”
— Wayne Butterfield , Global Head of Intelligent Automation Solutions , ISG
you ’ ve got 2,000 agents working from 2,000 separate locations , predominantly from their home , and that ’ s not to even start thinking about the bandwidth challenges and the connectivity issues ,” he continues . Therefore , working very closely with partners to find solutions to these problems will remain high priority for ISG in the short-term . Looking for partners that will help it investigate specific issues and highlight the right solutions plays into ISG ’ s culture as an organisation of problem solvers at heart . Two collaborators who have helped it attain this result are NICE and [ 24 ] 7 . ai .
Providing customers with the expertise to increase operational efficiency , stay financially protected and ensure their business is fully compliant with security regulations , NICE is comprised of individuals with a sincere dedication to helping others and achieving the best outcomes for clients .
Founded in 1986 in Israel and currently employing over 6,500 people , the company has established a storied legacy in the software industry . Oded Karev joined NICE in 2012 as Director of Strategy before working his way up to General Manager of Advanced Robotics Process Automation ( RPA ) in 2016 . “ All of our focus is around digital transformation ,” he explains . “ That is , everything around managing , optimising and improving the workforce of customer service operations .”
Reflecting on how the industry has changed since the start of his career , Karev says that the meaning of ‘ digital transformation ’ has undergone something of a change itself in recent years . Whereas once automation was about removing the human element in favour of customers interacting solely with a machine , now it is a far more harmonious synergy between human and artificial intelligence ( AI ). “ The old methodology had a great impact on the bottom line because you saved a lot
121 aimagazine . com