NICE Enlighten AI Receives Two 2023 CUSTOMER Magazine Product of the Year Awards
28 Septembre 2023 - 2:00PM
Business Wire
NICE Enlighten AI-driven solutions generate
powerful insights that drive customer and agent behaviors
NICE (Nasdaq: NICE) announced that TMC, a global,
integrated media company, and CUSTOMER Magazine has recognized two
NICE solutions as 2023 award winners for Product of the Year. The
two NICE solutions receiving awards were Enlighten
AutoSummary and Enlighten XO + Autoflow. The CUSTOMER
Product of the Year Award recognizes vendors that are advancing the
call center, CRM and teleservices industries one solution at a
time. The award highlights products which enable their clients to
meet and exceed the expectations of their customers.
NICE Enlighten AutoSummary is an artificial
intelligence-powered contact center solution for automatically
generating contact center summaries of every customer interaction
with agents. The interaction notes generated by Enlighten
AutoSummary include customer contact reason, actions, and outcomes.
The solution is underpinned by 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. Enlighten AutoSummary works
with any CRM system. 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.
NICE Enlighten XO + Autoflow is a
first-of-its-kind solution that automatically generates insights
from human conversations to build smart self-service with advanced
AI. The new solution turns self-service interactions and
Conversational AI into engaging experiences and streamlines the
development of digital self-service applications by injecting data
from the most optimal historical interactions to optimize future
self-service experiences. Organizations can leverage Enlighten XO
and adopt a data-driven, self-learning, empirical approach to
increase self-service effectiveness and drive exceptional
experiences.
“NICE Enlighten AutoSummary and Enlighten XO + Autoflow provide
our customers with powerful AI-driven customer service
capabilities,” said Barry Cooper, President, CX Division, NICE.
“Whether it is Conversational AI that is trained based on the
actions of an organization's best agents or by saving agents
minutes of work on each interaction by automatically summarizing a
customer interaction, Enlighten is transforming how businesses
deliver exceptional customer experiences.”
“Congratulations to NICE for receiving two 2023 Customer
Experience Innovation Awards. NICE was selected for setting the
standard in delivering world-class customer experiences,” said
Rich Tehrani, CEO, TMC. “We’re pleased to recognize this
achievement and look to continued innovation from NICE in 2023 and
beyond.”
For more than 20 years, TMC has been honoring technology
companies with awards in various categories. These awards are
regarded as some of the most prestigious and respected honors in
the communications and technology sector worldwide. Winners
represent prominent players in the market who consistently
demonstrate the advancement of technologies. Each recipient is a
verifiable leader in the marketplace.
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 Magazine Since 1982, CUSTOMER magazine
(formerly Customer Interaction Solutions) has been the voice of the
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://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/20230928290118/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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