HOBOKEN, NJ, USA, Dec 8, 2022 - NICE (Nasdaq: NICE) today announced that Speech Technology magazine has named NICE a 2022 Top Ten Speech Industry award winner for boosting contact center performance and functionality with its artificial-intelligence (AI) based capabilities powered by its Enlighten AI engine, as well as NICE CXone’s advanced analytical and digital capabilities. The Speech Telephony awards program recently highlighted developments in speech technologies across a range of industries and advanced technology providers.
According to Speech Technology, "When it comes to cloud contact center solutions, one could easily make the case that NICE CXone is among the leading integrated platforms in the industry. And in the past year, NICE really boosted performance and functionality with a slew of artificial intelligence-based capabilities powered by its Enlighten AI engine."
Speech Technology continued, "An example is the new Enlighten XO, which automatically generates insights from human conversations to build smart self-service with advanced AI. Enlighten XO analyzes 100 percent of interactions from any voice or text platform to discover opportunities for automation. Purpose-built AI models identify customer intents, training phrases, and problem-solving activities."
Speech Technology also pointed out other contributions by NICE to contact center performance excellence:
NICE Customer Experience Interactions (CXi) is a framework delivered through a unified suite of applications on the CXone platform. CXi empowers organizations to meet customers wherever their journeys begin, enables resolution through AI and data-driven self-service, and prepares agents to resolve customer issues. The CXi approach combines CCaaS, workforce optimization, speech and text analytics, artificial intelligence, and digital self-service.
NICE introduced Enlighten AI for Complaint Management, which automatically identifies and categorizes consumer complaints and automates the remediation process. Driven by NICE’s AI engine, the solution analyzes 100 percent of interactions across all communication channels and operationalizes root-cause insights to protect organizations from reputational and compliance risks. NICE Enlighten AI for Complaint Management also serves as an early warning system, notifying companies of the potential risk of regulatory action.
NICE partnered with Google Cloud, integrating CXone with Google Cloud Contact Center Artificial Intelligence (CCAI), enabling intelligent natural language capabilities across the customer journey, including self-service bots and agent-facing virtual assistants. CXone Virtual Agent Hub allows businesses to expand their customer self-service capabilities with conversational bots for voice and chat that leverage Google Cloud’s Contact Center AI.
"NICE is taking the digital-first customer experience to the next level through the power of AI," said Barry Cooper, President, CX Division, NICE. "We are proud to receive this important award that reinforces our role as an industry leader helping brands deliver data-driven, actionable insights in real time as they automatically learn from every interaction."
About Speech Technology
Information Today, Inc. (ITI), located in Medford, N.J., is the parent company of Speech Technology Media, producers of Speech Technology magazine, SpeechTechMag.com, and the SpeechTEK conference. SpeechTEK and Speech Technology magazine are recognized worldwide as the leading sources of news, information, and analysis relating to the speech technology industry. Both provide additional sources of news, information, and analysis through online communities at speechtek.com and speechtechmag.com, and opt-in electronic distribution networks, STM eWeekly, and The Speech Technology Bulletin.
Posted by Veronica Silva Cusi, news correspondent
About NICE Systems:
NICE (NASDAQ: NICE), is a worldwide provider of intent-based solutions that capture and analyze interactions and transactions, realize intent, and extract and leverage insights to deliver impact in real time. Driven by cross-channel and multi-sensor analytics, NICE solutions enable organizations to improve business performance, increase operational efficiency, prevent financial crime, ensure compliance, and enhance safety and security. NICE serves over 25,000 organizations in the enterprise and security sectors, representing a variety of sizes and industries in more than 150 countries, and including over 80 of the Fortune 100 companies.
Published: Monday, December 12, 2022
A flexible way to take secure, PCI DSS compliant payments from home or remote locations. It’s quick to deploy needs no changes to processes or systems.
CallGuard Remote prevents agents from seeing, hearing or recording card details so, the agent, their screen, and any call recordings are removed from the scope of PCI DSS.
This simple approach means the customer effectively types their own payment information into the agent’s payment screen, but with the card details being shielded from the agent’s view. It’s simple, and highly effective.
SPEED & PLUS
The SPEED solution solves for service level issues while cost optimizing the environment with automation.
Provides an enhanced way to speed up & optimize invoking temporary agent skills configuration changes into the contact center environment.
Speed allows you to schedule both future changes & temporary changes that auto-revert back to the original state when scheduled time expires.
*Automated / Scheduled Temporary Agent Skills Configuration Management
*Immediate Temporary or Reoccurring Schedule Skills Configuration Changes
*Easy to Use/Operations Administration Focused
*Descriptive Monitoring Activity Dashboard
*Detailed “End to End’ Audit Trail and Perfor...
VADS Business Continuity Plan
VADS provides a business continuity plan by providing full outsource services and manage services. we've provided this to several clients. You can contact us for a detailed study case.
|4.)||Teckinfo Solutions Pvt. Ltd.|
Adapting to the new normal contact center industry has to be ready for work from anywhere agents to maintain business continuity. Even when working from remote locations, the work from home agents or remote agents need to be monitored for smooth customer service operations or effective tele sales.
InterDialog UCCS with its work from home agent ready call center software helps you to have complete control over your contact center operations. Agents can log in from any where , home, office or any other place where they are through their mobile phone or desktop , or even through our ID mobile app . With centralized recording & reporting , you gain visibility of all contact center metrics , and you can manage your center the same way as you were doing when working from office.
I am checking out all the amazing and daily updated content on ContactCenterWorld.com and networking with professionals worldwide
Send To Friends Post On My Wall