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Hoboken, NJ, USA, Dec 12, 2022 -- NICE (Nasdaq: NICE) announced the launch of Enlighten AutoSummary, an AI contact center solution for automatically generating contact center summaries of every customer interaction with an agent. Average handle times and after-call work are reduced as agents are relieved of the need for manual notetaking, while concise, accurate and actionable information about the interaction is immediately available to the next agent in the customer’s journey.

Barry Cooper, President, CX Division, NICE:
"Enlighten AutoSummary continues NICE’s relentless CXi (Customer Experience interactions) focus on delivering exceptional experiences with innovative AI technology that enables contact centers to capture and summarize critical information in agent interactions with customers. Our latest out-of-the-box solution automatically identifies contact reasons and outcomes with high accuracy– allowing the agents to focus on the customer at the present moment. And, whether the last interaction was 5 minutes or 5 months ago, Enlighten AutoSummary provides the next agent and the supervisor with everything they need to know for more personalized, seamless customer service every time."

Omer Minkara, VP & Principal Analyst, Aberdeen Strategy & Research:
"Enlighten AutoSummary is an out-of-the-box solution providing immediate value with automated AI-driven contact center interaction summaries. The solution brings NICE’s massive CX dataset to the table for highly accurate reporting of call reasons, intentions and outcomes, improving customer experience by providing consistent and thorough information to every agent along each customer’s journey. The automated summaries can then also be leveraged in the context of interaction analytics for a wider CX strategy."

#contactcenterworld

Posted by Veronica Silva Cusi, news correspondent
Source: https://www.businesswire.com

Date Posted: Tuesday, December 13, 2022