NICE Enlighten AI Receives 2022 CUSTOMER Magazine Innovation Award For Setting the Standard in Customer Experience
27 Décembre 2022 - 2:00PM
Business Wire
Enlighten AI for CSAT is honored for improving
customer service technology through all channels
NICE (Nasdaq: NICE) today announced that TMC, a global,
integrated media company, and CUSTOMER Magazine has named NICE
Enlighten AI for Customer Satisfaction as a 2022 award winner for
Customer Experience Innovation. The 2022 Customer Experience
Innovation Award recognizes best-in-class companies setting the
standard in delivering exceptional customer experiences through all
channels.
Enlighten AI for Customer Satisfaction (CSAT) is NICE’s
industry leading Machine Learning and Artificial Intelligence (AI)
‘out-of-the-box’ solution that drives exceptional customer
experiences by consistently and objectively scoring the agent
behaviors that positively impact customer satisfaction, in
real-time.
Traditional, manual interaction assessments of agent performance
are time consuming, subjective and rely on a small random sample
size that isn’t representative of an agent’s overall performance.
Enlighten AI for CSAT removes the burden and subjectivity of manual
evaluations by automatically analyzing every moment of every
interaction, whether they happen across digital or voice channels.
Measuring and improving upon agent soft-skills behaviors – such as
showing empathy, demonstrating ownership, acknowledging loyalty –
have been proven to directly influence customer satisfaction.
By automating scoring of agent soft skills on 100% of
interactions and empowering agents with performance dashboards and
the opportunity to self-correct, Enlighten AI offers a more
objective standard to process. Supervisor dashboards allow
supervisors to monitor team performance; see who is struggling and
provide targeted coaching in minutes. Furthermore, Enlighten AI
captures the customer data from each interaction and then
operationalizes these customer insights, accelerating action, and
turning customer service into a real competitive
differentiator.
"NICE is laser-focused on innovating new AI-driven technologies
to enhance contact center performance and help businesses deliver
exceptional CX," said Barry Cooper, President, CX Division,
NICE. "Enlighten AI for Customer Satisfaction is the proud
result of years of R&D and access to the world’s largest
interaction dataset across industries. This solution provides our
customers with AI-driven insights and analysis of the behaviors
that create improved experiences for their own customers, and
therefore provides a competitive advantage.”
“Congratulations to NICE for receiving a 2022 Customer
Experience Innovation Award. NICE was selected for setting the
standard in delivering world-class customer experiences across all
channels,” said Rich Tehrani, CEO, TMC. “We’re pleased to
recognize this achievement and look to continued innovation from
NICE in 2023 and beyond.”
To learn how organizations are delivering exceptional CX by
improving agent behaviors, please visit our website for videos,
demos, and expert articles: www.nice.com/enlighten-ai.
About CUSTOMER Since 1982, CUSTOMER magazine (formerly
Customer Interaction Solutions) has been the voice of the customer
experience, call/contact center, CRM and teleservices industries.
CUSTOMER has helped the industry germinate, grow, mature and
prosper, and has served as the leading publication in helping these
industries that have had such a positive impact on the world
economy to continue to thrive. Through a combination of outstanding
and cutting-edge original editorial, industry voices, in-depth lab
reviews and the recognition of the innovative leaders in management
and technology through our highly valued awards, CUSTOMER strives
to continue to be the publication that holds the quality bar high
for the industry. Please visit http://www.customer.tmcnet.com.
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/20221227005029/en/
Corporate Media Contact Cindy Morgan-Olson, +1 646 408
5896, ET, cindy.morgan-olson@niceactimize.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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