NICE Recognised as Pioneers in Process Automation

NICE has announced that it has received Frost & Sullivan’s 2023 Customer Value Leadership Award. Frost & Sullivan said that NICE has been a top-tier innovator since its founding in 1986, now leading the CCaaS industry with a rich legacy of contact centre and purpose-built Enlighten AI solutions that span the entire enterprise, from the contact centre 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 billions of 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 centre 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.”

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