NICE leads on both Conversational Intelligence
Intelliview and Conversation Intelligence for CX and EX—positioned
highest for Business Impact/Vision and Product Completeness
NICE (Nasdaq: NICE) today announced that Opus Research
has named NICE a market leader in Conversational Intelligence in
its 2022 Opus Research Conversational Intelligence Intelliview
Report. In this report, Opus Research seeks to learn and assess how
select solution providers enable businesses to apply speech and
conversational analytics, natural language processing, and machine
learning technologies in contact centers, marketing, and sales
acceleration efforts. Opus rates NICE highest in two of three
cohorts—Conversational Intelligence Intelliview and Conversation
Intelligence for CX and EX, based on Business Impact/Vision and
Product Completeness.
Opus Research evaluated the services and strategic potential of
15 innovative firms “who surface insights from first-party
conversational data and offer technologies and solutions to help
brands and businesses make the most of their Conversational
Intelligence.” In the report, Opus defines “Conversational
Intelligence” as the data-capture and analytic resources to improve
CX, customer support, sales, and marketing. Through the power of AI
and data-driven intelligence, brands are equipped to address the
increasingly complex needs of the digital-first customer on any
touchpoint, anywhere, anytime with ease—at pace and scale.
“NICE has distinguished itself with Enlighten AI, which derives
its intelligence from the content of billions of interactions
analyzed by its proprietary algorithm,” explains Dan Miller,
Lead Analyst and Founder of Opus Research and one of the
authors of the report. “Key differentiators include its ability to
apply native AI-infused analytic resources that listen to and learn
from conversations over a variety of CX platforms over time and
establish feedback loops between AI and enterprise employees."
Further, Opus Research acknowledges NICE’s’ key differentiators,
which include superior data, analytics, and AI capabilities; the
ability to Implement Independently or with any platform, and
human-level comprehension that learns and improves over time. For
additional, in-depth analysis and a complimentary copy of the
report, click here.
“NICE is thrilled to be named a Conversational Intelligence
leader by Opus Research and recognized for our
market-differentiating approach to AI for CX that operationalizes
actual customer interaction data in real time,” said Barry
Cooper, President, CX Division, NICE “Powered by CXone, NICE’s
complete, cloud-based platform solution, our clients are already
digitally transforming millions of brand interactions to optimize
their end-to-end customer journeys—no matter where they begin.”
The Importance of Conversational Intelligence
Opus Research’s report confirms that successful Conversational
Intelligence applications promote collaboration, accelerate sales,
enhance employee productivity and job satisfaction, enable agent
training, improve chatbots and intelligent assistants, and provide
a defined competitive advantage.
With its proven Conversational Intelligence tools, NICE allows
organizations of all sizes to combine and analyse millions of
customer interactions and data to uncover and operational blind
spots, increase customer satisfaction, and improve agent
performance. A holistic solution unified with CXone and the NICE
portfolio, NICE Conversational Intelligence delivers seamless
resolution across every touchpoint, everywhere.
About Opus Research Opus Research is a diversified
advisory and analysis firm providing critical insight on software
and services that support digital transformation. Opus Research is
focused on the merging of intelligent assistance, NLU, machine
learning, conversational AI, conversational intelligence,
intelligent authentication, service automation, and digital
commerce. To download the full 2022 Opus Research Conversational
Intelligence Intelliview Report, go here.
About NICE With NICE (Nasdaq: NICE), it has 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 contact
center software. 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. Jarman, 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/20230215005073/en/
Corporate Media Contact Christopher Irwin-Dudek, +1 201
561 4442, ET, chris.irwin-dudek@nice.com
Investors Marty Cohen, +1 551 256 5354, CET, ir@nice.com
Omri Arens, +972 3 763 0127, CET, ir@nice.com
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