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News : NICE Launches Next Generation of Enlighten Copilot

#contactcenterworld, @NICELtd

Hoboken, NJ, USA, Mar 26, 2024 -- NICE (Nasdaq: NICE) announced the next generation of Enlighten Copilot designed specifically for supervisors and CX decision-makers powered by purpose-built AI. This solution addresses the critical market demand for AI-powered augmentation for the increasingly complex operational and analytical work of CX leaders. AI use in the workplace jumped to over 40% in 2023, according to research from Metrigy. 

NICE Enlighten Copilot encompasses many key use cases for CX organizations to address business needs across each level of operation. Enlighten Copilot for Supervisors joins the portfolio of NICE’s AI solutions including Enlighten Copilot for Agents and Enlighten Actions.

Barry Cooper, President, CX Division, NICE, said, "The next gen NICE Enlighten Copilot is the industry's leading AI-powered employee assist purpose-built for CX. Built from thousands of models trained on CX-specific interactions, NICE Enlighten Copilot amplifies skilled labor, automating repetitive tasks and delivering faster access to knowledge. In combination with NICE Enlighten Actions, CX leaders can increase decision velocity and realize business goals faster, streamlining operations and ultimately driving exceptional customer experience."

Robin Gareiss, Metrigy CEO and principal analyst, said: "Our research validates NICE’s approach with Enlighten Copilot: Business leaders find significant value in leveraging CX-specific AI to both automate manual functions and augment mission-critical work of employees. Among those already using AI for CX, 66% rely on AI for quality management and 55% to review open-ended feedback from customers. I can’t stress enough the competitive advantage companies will realize by using AI to automate analysis of customer feedback and workflows, as well as elevating supervisors from tactical to strategic roles."

#contactcenterworld, @NICELtd

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


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

Published: Wednesday, March 27, 2024

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2024 Buyers Guide SaaS Solutions

 
1.) 
CrankWheel

CrankWheel Screen Sharing
CrankWheel is an easy and simple screen sharing solution, made for the needs of salespeople and customer service agents.

CrankWheel complements voice calls by adding visuals to ongoing calls. There is no need to get the customer off the phone, onto another platform.

Agents share their screens by directing clients to a link that can be sent via SMS, email or simply spelled out.

The client can enter on any device, mobile, desktop or tablet and enters the session instantly. There is no registration or download required by the client.

Features:
- Screen sharing
- Agents can hand control over to the client
- Warm lead capture widget that alerts the sales team instantly of an intere...
(read more)
 

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