NICE Announces the Market’s First Consumer Intent-Driven CX Capability with Enlighten Journey Orchestration
20 Octobre 2022 - 1:30PM
Business Wire
Leveraging the power of Enlighten AI to
orchestrate consumer interactions for interruptible digital and
voice engagements across agent and agentless journeys at massive
scale
NICE (Nasdaq: NICE) today announced its industry
breakthrough as the first to orchestrate synchronous and
asynchronous interactions at scale, with Enlighten Journey
Orchestration. Enlighten Journey Orchestration achieves a new level
of understanding consumer needs events with real-time Natural
Language Understanding (NLU) and application of Enlighten AI Intent
Classification models built on decades of data. Additionally,
Enlighten Journey Orchestration executes real-time responses
engaging self-service, proactive, knowledge or agent engagements
based on the actions and outcomes of an organization’s most
successful interactions.
With this advancement, organizations use Enlighten AI’s
pre-built models to unlock the huge value from their historical
interaction data. Enlighten Journey Orchestration automatically
determines all the ways that consumers express themselves both
digitally and with voice to understand deep levels of consumer
intent. Enlighten Journey Orchestration identifies the optimal
execution paths by identifying those historical interactions that
generate the high sentiment values/results with the shortest
effort.
Enlighten Journey Orchestration uses this unlocked value in its
self-service capabilities to understand intent to a new level of
accuracy and to engage the perfect tools both agent and agentless
that achieve an optimal outcome all in real-time.
NICE is an industry-recognized Artificial Intelligence leader
offering best-in-class technology that combines the largest CX data
set with its broad CX Domain experience. NICE is not only using
Enlighten AI to present insights such as consumer sentiment, agent
behaviors, or predictions such as a consumer’s likelihood to churn
or buy. With this breakthrough, NICE is using Enlighten AI at the
heart of its CXone Platform to complete decisions in real-time to
understand intent and orchestrate successful journeys.
“We have continued our journey to move AI to the mainstream in
CX with the goal of helping the industry achieve digital fluency,”
said Barry Cooper, President, CX Division, NICE, “With the
exciting advancements in Enlighten Journey Orchestration, front-end
applications are not just smarter and with more interesting
insights, customers can now accelerate their digital and
self-service transformations with embedded technology at the heart
of the journey.”
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 Mr. Barry 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/20221020005108/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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