NICE Delivers the Market’s First Real-Time Interaction Guidance, Powered by Its Groundbreaking ENLIGHTEN AI Platform
27 Juillet 2020 - 2:12PM
Business Wire
First-of-its-kind, AI-powered, out of the box
ENLIGHTEN behavioral models provide real-time agent guidance during
interactions to create unparalleled customer experiences
NICE (Nasdaq: NICE) today announced the
launch of Real-time Interaction Guidance, an innovative solution
powered by its proven AI platform - ENLIGHTEN. This new solution,
based on predictive behavioral models for real-time interaction
guidance, accurately and automatically determines and scores the
unique agent behaviors that directly drive customer satisfaction.
This allows organizations to have a comprehensive and objective
view of the behavioral performance of all agents, powering both
real-time personalized guidance to agents and post-interaction
evaluations.
NICE ENLIGHTEN has analyzed billions of interactions from many
of the world’s largest organizations for the most critical use
cases and business outcomes. With its out-of-the-box models,
ENLIGHTEN can accurately identify complaints, detect fraud,
identify sales opportunities and measure churn risk based on the
behavioral patterns of consumers and agents. Deep understanding of
behavioral patterns eliminates human errors and subjectivity and
ensures quick identification and resolution of mission-critical
issues. This allows contact center managers to drive the behaviors
that improve CSAT and NPS on 100% of interactions. Real-time
Interaction Guidance with NICE ENLIGHTEN provides contact center
employees in organizations of any size and sector with real-time
guidance on how to steer customer conversations with clear
visualization and resolution to drive superior service excellence,
even in remote environments.
NICE ENLIGHTEN is an integral part of the CXone platform,
infusing AI into all customer engagement processes, including
predictive behavioral routing, agent coaching, complaints
management, fraud detection, sales effectiveness and more.
Barry Cooper, President, NICE Enterprise Group, said, "By
harnessing the power of NICE’s AI platform, ENLIGHTEN, we are
transforming the way service organizations are delivering on their
customer experience promises. With a first-of-its-kind capability,
ENLIGHTEN uses predictive behavioral models to directly influence
customer satisfaction. More and more organizations are looking for
ways to use AI in order to improve their customer relationships and
we are proud to empower them to do it with ENLIGHTEN. Helping
organizations and their employees in the moment enables employees
to make the right decisions and drive the desired outcomes”.
About NICE NICE (Nasdaq: NICE) is the world’s leading
provider of both cloud and on-premises enterprise software
solutions that empower organizations to make smarter decisions
based on advanced analytics of structured and unstructured data.
NICE helps organizations of all sizes deliver better customer
service, ensure compliance, combat fraud and safeguard citizens.
Over 25,000 organizations in more than 150 countries, including
over 85 of the Fortune 100 companies, are using NICE solutions.
www.nice.com.
Trademark Note: NICE and the NICE logo are trademarks or
registered trademarks of NICE Ltd. All other marks are trademarks
of their respective owners. For a full list of NICE’s marks, please
see: www.nice.com/nice-trademarks.
Forward-Looking Statements This press release contains
forward-looking statements as that term is defined in the Private
Securities Litigation Reform Act of 1995. Such forward-looking
statements, including the statements by Mr. Cooper, are based on
the current beliefs, expectations and assumptions of the management
of NICE Ltd. (the “Company”). In some cases, such forward-looking
statements can be identified by terms such as “believe,” “expect,”
“seek,” “may,” “will,” “intend,” “should,” “project,” “anticipate,”
“plan,” “estimate,” or similar words. Forward-looking statements
are subject to a number of risks and uncertainties that could cause
the actual results or performance of the Company to differ
materially from those described herein, including but not limited
to the impact of changes in economic and business conditions,
including as a result of the COVID-19 pandemic; competition;
successful execution of the Company’s growth strategy; success and
growth of the Company’s cloud Software-as-a-Service business;
changes in technology and market requirements; decline in demand
for the Company's products; inability to timely develop and
introduce new technologies, products and applications; difficulties
or delays in absorbing and integrating acquired operations,
products, technologies and personnel; loss of market share; an
inability to maintain certain marketing and distribution
arrangements; the Company’s dependency on third-party cloud
computing platform providers, hosting facilities and service
partners;, cyber security attacks or other security breaches
against the Company; the effect of newly enacted or modified laws,
regulation or standards on the Company and our products and various
other factors and uncertainties discussed in our filings with the
U.S. Securities and Exchange Commission (the “SEC”). For a more
detailed description of the risk factors and uncertainties
affecting the company, refer to the Company's reports filed from
time to time with the SEC, including the Company’s Annual Report on
Form 20-F. The forward-looking statements contained in this press
release are made as of the date of this press release, and the
Company undertakes no obligation to update or revise them, except
as required by law.
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version on businesswire.com: https://www.businesswire.com/news/home/20200727005405/en/
Corporate Media Contact Christopher Irwin-Dudek,
201-561-4442, chris.irwin-dudek@nice.com
Investors Marty Cohen, +1 551 256 5354, ET, ir@nice.com
Yisca Erez +972 9 775 3798, CET, ir@nice.com
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