NICE Named 2024 MetriStar Top Provider for Self-Service, Agent Assistant Applications and Workforce Optimization, Highlighting the Platform Power of CXone
31 Juillet 2024 - 2:00PM
Business Wire
Metrigy recognizes Enlighten’s purpose-built AI
for CX for augmenting employee experience and driving effortless
self-service
NICE (Nasdaq: NICE) today announced that it has
been recognized as a MetriStar Top Provider in the 2024 Metrigy
reports for Self-Service, Agent Assist Applications, Workflow
Automation Tools and Workforce Optimization Suites. The MetriStar
Award’s value is based on both customer ratings and quantitative
metrics correlating the use of providers’ offerings with measurable
business success. NICE’s top positioning is the result of high
customer sentiment scores and customer documented business success
with NICE’s cloud platform and suite of workforce engagement
management (WEM) and Enlighten solutions by evaluated
customers.
Driving more intelligent self-service, Enlighten’s purpose-built
AI for CX has transformed organizations’ knowledge management
systems, enabling organizations and their employees and consumers
to get the information they need without waiting or manually
searching. Enlighten Autopilot, NICE’s flagship AI-powered
self-service solution, integrates across a brand's CX ecosystem to
fully resolve customer needs in a personalized, conversational
approach. Autopilot trains virtual agents to generate accurate,
conversational responses leveraging conversational data from
historical voice and text interactions and best practices from top
agents. Autopilot not only improves self-service but also automates
repetitive interactions so agents can focus on more complex
interactions.
NICE’s top positioning for WEM is reflected in Enlighten
Copilot’s competitive differentiation in the market as an industry
leading copilot for CX. Enlighten Copilot utilizes purpose-built AI
for CX to analyze interactions in real-time to deliver next-best
actions and targeted coaching to improve employee performance,
empowering both employees and supervisors with purpose-built
solutions to address their most urgent needs. Additionally,
Enlighten Actions enables CX leaders to have a 360-degree view of
CX operations, pinpointing optimal areas for automation and
adjusting workflows in the moment to ensure peak efficiency. NICE
delivers the leading comprehensive suite of WEM solutions,
leveraging Enlighten to drive accelerated business results.
Robin Gareiss, CEO & Principal Analyst, Metrigy,
said, “Organizations have the responsibility of delivering positive
experiences for both consumers and employees. Enlighten drives
organizations to deliver to the needs of every CX stakeholder
including consumers, employees, supervisors and CX leaders.
Enlighten’s purpose-built AI for CX is differentiated from other
offerings in the market because of its ability to generate
accurate, appropriate and relevant answers for employees and
consumers alike, improving operations and driving powerful results
across the business.”
Barry Cooper, President, CX Division, NICE, said, “The
role of the agent is transforming for the better because of NICE’s
CX AI. At NICE we have developed our AI to both augment and offload
employee work, enabling happier employees and customers. With
technology like Enlighten Autopilot we’ve delivered next-gen
self-service, letting customers resolve more issues easily on their
own. And with Enlighten Copilot, agents have a by-their-side AI
companion, guiding them through every interaction. These two
forces, automated and augmented intelligence, are driving the
future of CX.”
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;
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
in making additional acquisitions or 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; privacy
concerns; changes in currency exchange rates and interest rates,
the effects of additional tax liabilities resulting from our global
operations, the effect of unexpected events or geo-political
conditions, such as the impact of conflicts in the Middle East that
may disrupt our business and the global economy; 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/20240731486912/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
NICE (NASDAQ:NICE)
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