NICE Introduces Generative AI-Powered “Enlighten Actions Industry Benchmarks,” Allowing Brands a Unique Way to Create Stronger Brand Loyalty
27 Juillet 2023 - 2:00PM
Business Wire
With this groundbreaking capability,
organizations can now create differentiating service by comparing
their key metrics and service insights to industry standards with a
click of a button
NICE (Nasdaq: NICE) today announced Industry
Benchmarks, augmenting Enlighten Action’s generative AI-powered
capabilities to allow brands to holistically compare their
operations to industry standards. This enhances Enlighten Actions,
using large language models to create stronger brand loyalty for
consumers and allow business users to interact with data in a
conversational way.
With Enlighten Actions Industry Benchmarks, companies have
access to anonymized benchmarked interaction level data, from more
than 75 industries, for all interaction intents to holistically
compare their operations to their specific vertical. This benchmark
information relates to call reasons, handle time, CSAT, agent
behaviors, complaints, sales effectiveness, scheduling levels,
training, automation, and more. For the first time, companies will
be able to see how their service level compares to other companies
in their industry and understand the opportunities to optimize
service and training and reduce costs through self-service.
Barry Cooper, President, CX Division, NICE, said, “The
ability to ensure the highest level of service is key to creating
and increasing brand loyalty and to creating differentiating CX.
The addition of Industry Benchmarks to Enlighten Actions is a
significant leap forward and is quickly becoming a must-have for
organizations in their constant effort to enhance and optimize
their customer experience.”
“Brands across all industries are looking for practical ways to
apply conversational AI to improve employee performance and
bottom-line results,” explains Dan Miller, lead analyst at Opus
Research. "NICE’s Industry Benchmarks opens up a broad
opportunity for executives to harness the power of generative AI
and large language models to ensure their customer and employee
experiences exceed those of their competition.”
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/20230727737198/en/
Corporate Media Christopher Irwin-Dudek, +1 201 561 4442,
media@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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