Leading Japanese BPO Adopts NICE Enlighten AI for Smart Quality Management and Improved Customer Service
24 Novembre 2021 - 12:30PM
Business Wire
NICE Enlighten enables efficient targeted
behavioral coaching for CSAT improvement and massive productivity
gains
NICE (Nasdaq: NICE) today announced that NTT Marketing
ACT, one of the largest business process outsourcers (BPO) in
Japan, has selected NICE Nexidia and Enlighten to automate the bulk
of its quality management processes. This decision will make NICE
Enlighten one of the first artificial intelligence (AI) frameworks
ever deployed in Japan to automatically assess the impact of
contact center agent behaviors on customer satisfaction (CSAT). The
rollout enables NTT Marketing ACT to account for linguistic
differences by leveraging the advantages of an agnostic phonetic
platform, a first in the region.
The Japanese Enlighten behavior models are packaged as the first
Japanese standard CSAT models, which NTT Marketing ACT will use to
automate two-thirds of its interaction quality assessments on
behalf of 200 current BPO clients. The company will further
distinguish itself in the BPO market by offering new customers
sophisticated analytics and quality management (QM) services
enabled by NICE solutions. By strategically pairing NICE’s
analytics capabilities with NTT Marketing ACT’s experience in
operations, the companies are equipping agents with the tools they
need to deliver better customer experiences.
NICE Enlighten provides real-time and forward-looking insights
into agent behavior, as it draws upon purpose-built, self-learning
AI and the largest syndicated interaction dataset. NICE Nexidia
focuses on customer behavior, using sentiment analytics, journey
sequencing technology and predictive call routing for every
interaction. These solutions are brought together in NICE Quality
Central, with its rapid, easy-to-use interactivity and customizable
centralized administration.
These capabilities proved to be key factors in accessing
Japanese agent behaviors, as subtle gestures and small actions
within a call are collectively evaluated. NTT Marketing ACT tested
different analytics solutions in the past but struggled to capture
agent behavior let alone incorporate analytics into QM operations.
NTT Marketing ACT chose the NICE offering because of the combined
capabilities of “phonetic indexing,” “sentiment,” and “automatic
speech recognition” technology within a single platform that
enables an end-to-end quality management cycle. The company will
use the NICE Nexidia and Enlighten platform as a launching point
for its new “One Contact Quality Management” BPO service,
demonstrating how NICE solutions enable digital transformation.
Mr.Takehisa Furuya, NTT Marketing Act, Management Department
Manager: “With NICE Nexidia & Enlighten, the quality and
productivity of the contact center will be maintained and improved,
and the operation of the entire contact center will be optimized.
Together with NICE, we will realize a co-creative contact center
operation that not only pursues KPIs but also actively proposes a
new KPI method.”
Darren Rushworth, President, NICE APAC: “An agent’s
ability to forge a connection with customers in a service channel
is essential to providing better overall customer experiences. Our
partnership with NTT MA has resulted in a new set of unique
AI-based models to evaluate agents’ specific behaviors to help them
improve those experiences. This is a first for Japan and will
surely help NTT Marketing ACT stand out in the market.”
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
self-service and agent-assisted CX software for the contact center
– and beyond. 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 of Mr. Rushworth, are based on
the current beliefs, expectations and assumptions of the management
of NICE Ltd. (the “Company”). In some cases, such forward-looking
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“seek,” “may,” “will,” “intend,” “should,” “project,” “anticipate,”
“plan,” “estimate,” or similar words. Forward-looking statements
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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
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other factors and uncertainties discussed in our filings with the
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detailed description of the risk factors and uncertainties
affecting the company, refer to the Company's reports filed from
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version on businesswire.com: https://www.businesswire.com/news/home/20211124005896/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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