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."
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: Tuesday, December 13, 2022
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