NICE Launches Enlighten AI for Complaint Management, Providing the Market’s First Smart, Real-Time Solution to Power Regulatory Compliance
25 Août 2021 - 12:30PM
Business Wire
NICE Enlighten AI enables in-the-moment
complaint management, remediation and mitigation by automating the
analysis of every interaction through voice and digital
channels
NICE (Nasdaq: NICE) today announced the release of
Enlighten AI for Complaint Management, which automatically
identifies and categorizes consumer complaints as well as automates
the remediation process to drive regulatory compliance and improve
customer satisfaction, reducing churn. Based on NICE’s
first-of-its-kind AI framework for customer engagement, the
solution analyzes 100% of interactions across all communication
channels and operationalizes root-cause insights to protect
organizations from reputational and compliance risks. NICE
Enlighten AI for Complaint Management also serves as an early
warning system, notifying companies of the potential risk of
regulatory action and helping safeguard against sizeable monetary
fines.
Consumer complaints are difficult to define on a consistent
basis especially when using manual interaction sampling that is not
only subjective but only possible on a small selection of
interactions, resulting in inconsistent complaint identification.
In addition, relying on agents to self-report and process
complaints is error prone, burdens them and takes away from time
spent on providing service to customers.
By intelligently automating the identification of consumer
complaints, NICE Enlighten AI for Complaint Management, boosts
compliance, operational efficiency and helps to ensure greater
accuracy and speed in addressing remediation. The solution offers
easy-to-understand desktop alerts with real-time next-best-action
guidance to guide agents to avoid or mitigate consumer complaints
during the interaction. For contact center managers,
out-of-the-box, customizable dashboards and reports provide a clear
view of interactions complaint status, customer satisfaction
metrics, interaction trends and contact drivers, facilitating
preventative measures. As a result, employees spend more time
effectively assisting customers, improving both customer and agent
satisfaction.
Barry Cooper President, NICE Workforce & Customer
Experience Group, commented, “NICE Enlighten AI for Complaint
Management is a powerful tool that builds consumer trust by
accelerating compliance and remediation. By accurately identifying
and mitigating consumer complaints, churn is reduced, loyalty is
built and satisfaction achieved. NICE is proud to provide
organizations the ability to address financial, reputational and
compliance risk, while building both employee and customer
satisfaction through the power of AI.”
About NICE With NICE (Nasdaq: NICE), it’s never been
easier for organizations of all sizes around the globe to create
extraordinary customer experiences while meeting key business
metrics. Featuring the world’s #1 cloud native customer experience
platform, CXone, NICE is a worldwide leader in AI-powered contact
center software. Over 25,000 organizations in more than 150
countries, including over 85 of the Fortune 100 companies, partner
with NICE to transform - and elevate - every customer interaction.
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/20210825005284/en/
Corporate Media Contact Christopher Irwin-Dudek, +1 201
561 4442, ET, chris.irwin-dudek@nice.com
Investors Marty Cohen, +1 551 256 5354, ET, ir@nice.com,
Omri Arens, +972 3 763 0127, CET, ir@nice.com
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