NICE Launches Enlighten AutoSummary, Empowering Agents To Deliver Seamless CX
12 Décembre 2022 - 2:00PM
Business Wire
NICE Enlighten AutoSummary delivers smart,
automated agent interactions summaries using AI to automatically
identify key tasks, contact reason and actions
NICE (Nasdaq: NICE)
today announced the launch of Enlighten AutoSummary, a complete
out-of-the-box, AI contact center solution for automatically
generating contact center summaries of every customer interaction
with an agent. Average handle times and after-call work are reduced
as agents are relieved of the need for manual notetaking, while
concise, accurate and actionable information about the interaction
is immediately available to the next agent in the customer’s
journey.
Now agents can concentrate fully on addressing the customer’s
issue during a call, rather than on summarizing what is being said,
while their service quality is improved with a more comprehensive
customer context compared with previous interactions. Traditional,
manual notetaking often produces inconsistent or incomplete
information about a given interaction, resulting in data that
cannot be put to good use and valuable time wasted. Enlighten
AutoSummary helps contact centers of all sizes ensure service
continuity over time and across customer touchpoints, with more
personalized and frictionless experiences.
The interaction notes generated by Enlighten AutoSummary include
customer contact reason, actions and outcomes. The solution is
underpinned by extensive purpose-built, predictive AI models based
on the industry’s leading CX dataset. In addition, Enlighten
AutoSummary continuously improves its understanding of specific
customer and agent behaviors with machine learning for more
informative interaction narratives. Enlighten AutoSummary works
with any CRM system so that all notes are easily accessible by any
agent using tools they are already trained on. Contact centers can
use the summary data as part of comprehensive analytics programs to
ensure that promised actions and outcomes, such as callbacks, have
been scheduled.
Barry Cooper, President, CX Division, NICE: “Enlighten
AutoSummary continues NICE’s relentless CXi (Customer Experience
interactions) focus on delivering exceptional experiences with
innovative AI technology that enables contact centers to capture
and summarize critical information in agent interactions with
customers. Our latest out-of-the-box solution automatically
identifies contact reasons and outcomes with high accuracy–
allowing the agents to focus on the customer at the present moment.
And, whether the last interaction was 5 minutes or 5 months ago,
Enlighten AutoSummary provides the next agent and the supervisor
with everything they need to know for more personalized, seamless
customer service every time.”
Omer Minkara, VP & Principal Analyst, Aberdeen Strategy
& Research: “Enlighten AutoSummary is an out-of-the-box
solution providing immediate value with automated AI-driven contact
center interaction summaries. The solution brings NICE’s massive CX
dataset to the table for highly accurate reporting of call reasons,
intentions and outcomes, improving customer experience by providing
consistent and thorough information to every agent along each
customer’s journey. The automated summaries can then also be
leveraged in the context of interaction analytics for a wider CX
strategy.”
Visit our website to learn more about how organizations are
realizing substantial cost savings and improve CX with Enlighten
AutoSummary.
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/20221212005078/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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