ISG AUTOMATION
122 of service costs , but it had a negative effect on the top line : more attrition , less loyalty , less upselling , etc .” With customer-centrism now permeating business philosophy , NICE is at the forefront of software solutions which enable efficiency without compromising the ‘ personal touch ’ of human-to-human interaction . Having become accustomed to highly efficient online service models pioneered by companies like Amazon , Google , Facebook , Uber and others , consumers now expect their legacy service providers to give them a comparable digital experience .
After all , automation , particularly after the COVID-19 pandemic , is gaining in popularity as a practical solution to service restrictions . However , far from believing that the virus instigated this change , Karev affirms that “ COVID just accelerated everything .” ISG distinguished itself as being one of the first companies to truly understand NICE ’ s concept of ‘ attended automation ’ ( a term coined by Karev ) and how it could accelerate digital transformation . “ The RPA market is built on partnerships between vendors and consulting companies and DECEMBER 2020