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News : NICE Receives Frost & Sullivan’s 2023 Customer Value Leadership Award

#contactcenterworld, @NICELtd, @Frost_Sullivan

Hoboken, NJ, USA, Apr 2, 2024 - NICE (Nasdaq: NICE) announced that it has received Frost & Sullivan’s 2023 Customer Value Leadership Award. Frost & Sullivan said that NICE has been an innovator since its founding in 1986, now leading the CCaaS industry with a rich legacy of contact center and purpose-built Enlighten AI solutions that span the entire enterprise, from the contact center and beyond.

Frost & Sullivan said that organizations benefit from NICE’s comprehensive roadmap that has always been deeply attuned to the evolving needs of the market. Frost & Sullivan highlighted that NICE pioneered the concept of process automation earlier than its competitors and today NICE’s customers can automate processes across their business, saving time and money while enhancing customer experience (CX) and employee experience (EX).

Frost & Sullivan recognized NICE's established AI platform, Enlighten, which now leverages the latest generative AI technology along with purpose-built AI models trained on CX interactions to deliver directly to the needs of consumers, employees, supervisors and CX leaders and drive exceptional business outcomes. Frost & Sullivan called out NICE’s Enlighten Copilot solution for enabling employees and CX leaders to instantly access relevant information and insights without the need to search through layers of data and take action directly on the highest priority tasks.

Frost & Sullivan also lauded NICE’s pioneering True to Interval (TTI), a breakthrough solution that enables organizations to manage staffing needs for synchronous and asynchronous interactions. TTI factors in the interruptible nature of digital interactions, allowing more accurate forecasting, scheduling, and reporting in mixed interaction environments.

"For almost 40 years, NICE has consistently adapted to changes in the market, expanding and enriching its solution portfolio to address customers’ needs and stay at the forefront of the rapidly changing contact center industry. With its steadfast investment in R&D, particularly into advancing its Enlighten AI, coupled with its keen acquisition strategy, NICE is well positioned as an innovation leader, driving next-generation CX and EX with market-leading, cutting-edge technologies," said Nancy Jamison, Senior Industry Director, CX Practice, Frost & Sullivan.

Frost & Sullivan also noted NICE’s strong financial performance, stating that its strong cloud growth is a major part of NICE’s success.

Barry Cooper, President, CX Division, NICE, said, "NICE is committed to delivering solutions that address our customers’ most critical needs. We anticipate the future, rolling out new, ground-breaking innovations long before our competitors. NICE’s recent CX AI advancements are a great example of this. NICE Enlighten Copilot has completely transformed how employees and CX leaders drive exceptional CX and EX. We are proud to receive this distinction from Frost & Sullivan, a true testament to what we continue to accomplish at NICE."

#contactcenterworld, @NICELtd, @Frost_Sullivan

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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About Frost & Sullivan:
Company LogoFrost & Sullivan, the Growth Partnership Company, works in collaboration with clients to leverage visionary innovation that addresses the global challenges and related growth opportunities that will make or break today's market participants. For more than 50 years, we have been developing growth strategies for the global 1000, emerging businesses, the public sector and the investment community. Is your organization prepared for the next profound wave of industry convergence, disruptive technologies, increasing competitive intensity, Mega Trends, breakthrough best practices, changing customer dynamics and emerging economies?
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Today's Tip of the Day - Language Options

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

Published: Thursday, April 4, 2024

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2024 Buyers Guide Telecoms

 
1.) 
Cloudonix

Cloudonix’s smart voice calls enable frictionless experiences that drive better customer care and faster sales by merging voice and data into a complete service context. Cloudonix add Cloud capabilities to your existing on premise Call Center enabling your agents to work from anywhere in the world. Security, Privacy and more – rapidly deployed and cost effective without replacing your existing systems or retraining your team.

2.) 
PRILINK

Demarc Network Traffic Monitor
A lightweight Network Traffic Monitor that privides real-time traffic alerts and tracks all IP and SIP endpoints at Demarc. It analyzes mirrored SIP Trunk and Internet traffic in real-time and compiles Network Traffic Analytics (NTA) for all endpoints giving daily network traffic telemetry, most active endpoint summary, endpoint search table and more.

3.) 
Scopserv Integrated Services

ScopTEL IP PBX
The ScopTel IP PBX solution is a distributed software application
that can be installed on both virtual and physical servers, thus
offering a multitude of architectural designs from premise-based
servers to a centralized data center (DC) hosted WAN
environment. The application is distributed as an ISO which
includes the customized Linux operating system

4.) 
Televergence

Long Distance and Toll Free Specialists for Contact Centers
Televergence is a facilities based US Nationwide High volume/High Capacity Inbound and Outbound VoIP Carrier for Contact Centers. We specialize in termination (outbound) and origination (toll free and local DID) for the contact center. We have a technical staff that is up to date on the majority of platforms in use today, including asterisk and Vicci dial, as well as many of the currently in use software platforms.
Contact Centers generally see cost reduction and containment when using Televergence as their contact center telecom carrier. Televergence is the only active US VoIP carrier certified by the Women's Business Enterprise National Council (WBENC), which enables our services to qualify for meeting corporations Supplier Diversity Needs.
 

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