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News : NICE Enlighten XO Receives 2022 Industry Award from Speech Technology for Boosting Contact Center Performance

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
Source: https://www.businesswire.com/news/home/20221208005072/en/NICE-Enlighten-XO-Receives-2022-Industry-Award-from-Speech-Technology-for-Boosting-Contact-Center-Performance-with-AI-Based-Solutions


About NICE Systems:
Company LogoNICE (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.
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Today's Tip of the Day - Motivation & Charity Work

Read today's tip or listen to it on podcast.

Published: Monday, December 12, 2022

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2024 Buyers Guide Consultancies

 
1.) 
Mpathy Plus

Mpathy Plus transform service, improve performance and provide operational support. We work in all areas of customer service and contact centres from initial strategy, feasibility studies, business cases, project management through to operational reviews, resource planning etc. We are independent and have vast experience of implementing, managing and changing contact centres and the customer experience.

2.) 
PCA Advisors Ltd

Contact Center Sales - growth and marketing strategies
I work with contact centers to position their companies to take advantage of opportunities that exist for them. We also work with their existing sales team to improve their communication and hunting skills. 'Growth' is our greatest ability.

3.) 
Vads

PT VADS Indonesia provides consultancies with trainers, modules, a development programs for individuals and/or teams. Types of consultancies provided by PT VADS: Knowledge Process, Transformation Consultancy, Customer Services, Contact Center, Leadership, Interpersonal Development, Motivation, Training for Trainers and Digital Marketing.

4.) 
SCC Services Group

Contact Center Operations Performance Management
In today’s competitive business environment, contact center and marketing professionals are constantly challenged to manage a growing business, achieve superior performance levels and at times are asked to support services and products that are becoming more complex.

Faced with this reality, the consulting disciplines that SCC Services Group focuses on are operations management and service delivery excellence in the customer service, contact center and brand marketing arenas.

Our consulting practice puts emphasis on:

- Contact Center Operational Assessments
- Human Capital Management
- Organizational Structure
- Brand Marketing
- Strategic Planning
- Sales and Customer Care Tra...
(read more)

5.) 
The Taylor Reach Group

Established in 2003, The Taylor Reach Group is an award winning, call, contact centre and customer experience consulting and advisory firm. The company is based in Toronto and has offices in New York, Atlanta, Washington, Ottawa, London, Bangalore, Hong Kong and Beijing. We are vendor agnostic and do not partner with technology or outsource agencies. The only one who pays us are our clients. Each of our consultants possess a minimum of 20 years of ‘hands-on’ call/contact center operational management experience. We do not sell the pyramid, the seasoned experts you deal with through the sales process are the same people who will complete your project.
Taylor Reach has worked with contact cen...
(read more)
 

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