NICE Enlighten AI Receives 2022 “Workforce Innovation of the Year” Honor in Customer Contact Week’s Excellence Awards Competition
12 Juillet 2022 - 2:00PM
Business Wire
NICE is honored for its ability to address
unique challenges in workforce optimization, for increasing agent
productivity, and for driving superior contact center and CX
performance
NICE (Nasdaq: NICE) today announced that Customer
Contact Week Digital (CCW), has named NICE and its Enlighten AI for
Customer Satisfaction (CSAT) solution as its 2022 “Workforce
Innovation of the Year” award recipient. The 2022 Workforce
Innovation Award recognizes vendors, individuals and teams which
have made a commitment to driving superior contact center and CX
performance.
CCW’s “Workforce Innovation of the Year” category awards the
solution that links employee expectations to customer value and
increased agent engagement. The winner is evaluated based on their
ability to: address a unique challenge in workforce optimization;
deliver cost savings, regardless of size and scope; increase agent
productivity and reduce customer effort through tangible metrics;
and support rapidly evolving needs client needs throughout the
COVID-19 pandemic.
"NICE continues to release unique solutions that enable
organizations to grow and retain top talent while delivering the
frictionless and personalized experiences that today’s consumers
expect,” said Barry Cooper, President, NICE Workforce and
Customer Experience Group. “We are honored to be recognized for
innovating in workforce engagement by leveraging AI to empower and
motivate agents with guidance to deliver outstanding consumer
experiences.”
NICE Enlighten AI for CSAT is a complete out-of-the box solution
that scores agents’ soft-skill behaviors on every interaction —
objectively and consistently — eliminating the need for manual
interpretation. It provides immediate value to organizations of all
sizes with purpose-built AI and machine learning technology derived
from the largest syndicated interaction dataset that is deployed
effortlessly 'out-of-the-box'.
A true innovation for the contact center, Enlighten AI for CSAT
empowers agents to positively impact their customer satisfaction
outcome, highlighting the behaviors needed for achieving their
goals with real-time guidance. Supervisors spend less time hunting
for information and more time leveraging the data insights to
deliver personalized coaching to agents, reducing both effort and
cost.
To learn how organizations are empowering employees to deliver
exceptional CX with Enlighten AI for Customer Satisfaction, please
read our case study here.
About CCW Digital CCW Digital is the global online
community and research hub of more than 150,000 customer contact
members. With the mission of creating customer contact rockstars,
CCW Digital provides the customer contact community with the
research, analysis, and network required to optimize their customer
contact operations. Representing organizations big and small from
all corners of the globe, our members stay up-to-date on the latest
tools, techniques, and technologies by accessing our reports,
innovative research formats, and various forms of digital media
that all complement our industry leading live event series.
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 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/20220712005099/en/
Corporate Media Christopher Irwin-Dudek, +1 201 561 4442,
chris.irwin-dudek@nice.com, ET
Investors Marty Cohen, +1 551 256 5354, ir@nice.com, ET
Omri Arens, +972 3 763 0127, ir@nice.com, CET
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