NICE ContactEngine Receives Digital Transformation Honors Related Articles Digital Transformation: Why Your Business Needs to Embrace the Cloud CX and Digital Transformation: Strategies for Success What Is Proactive Customer Service? With Examples Top 10 Contact Centre Software and Technology © Inkoly - Shutterstock - 1968881218 Filed under - Contact Centre News, NICE NICE has announced that its ContactEngine solution is the recipient of the 2023 Digital Transformation Project of the Year honors from Digital Revolution Awards. Highlighting excellence in digital transformation through cloud technology, the winning entry is honored for delivering a highly effective transformation for a customer, such as integration of disparate systems, updating of legacy technology, migration into the cloud, or other digitization efforts that involve the utilization of cloud products or services. ContactEngine is a proactive conversational AI technology that connects conversations across entire customer journeys and engages silent customers to deliver exceptional CX and demonstrable business value for organizations around the world. ContactEngine delivers proactive customer engagements in 5 steps: it listens for conversation triggers, it identifies the best conversation path, it starts and orchestrates intelligent conversation and it brings in a human agent if needed. ContactEngine collects and formats data and automatically feeds it back into the organization’s systems, keeping customer records fully up-to-date. It also analyses the data to provide performance reporting with valuable, actionable insights to allow for continuous improvement and process optimization. “The exceptional results delivered by ContactEngine to proactively engage customers through the power of AI and the cloud is unparalleled,” said Barry Cooper, President, CX Division, NICE. “NICE continues to invest in innovative AI-driven technologies to enhance performance and help businesses deliver exceptional customer experiences.” In the case study submitted to Digital Revolution’s voting panel, in the 12 months that ContactEngine was used by a state government to revolutionize its unemployment claimant support, its personnel helped over 220,000 unemployed persons and millions of other people via their proactive outbound campaigns. According to the state government, the department evolved into a more digitally advanced organization that directly benefited citizens. The project saw success across several metrics, including a 62% opt-in rate on the claim platform, 60% interaction rate with 8+ conversations, as much as a 65% decrease in calls per claimant, and a 96% containment rate. In short, ContactEngine enabled the state to help more citizens, faster, and to support those individuals digitally by proactively reaching out at important moments during their period of unemployment. The analog processes used previously were transformed into a seamless, user-friendly digital experience. The Digital Revolution Awards is a global cloud IT awards and fundraiser that recognizes and celebrates the very best individuals and businesses working in the cloud tech ecosystem. According to the organization, the Digital Revolution Awards celebrate the cloud industry’s very best pioneers, innovators and glass ceiling breakers across categories that recognize sustainability, employer branding, ED&I, talent development, and L&D. This blog post has been re-published by kind permission of NICE – View the Original Article For more information about NICE - visit the NICE Website About NICE NICE is a leading global enterprise software provider that enables organizations to improve customer experience and business results, ensure compliance and fight financial crime. Their mission is to help customers build and strengthen their reputation by uncovering customer insight, predicting human intent and taking the right action to improve their business. Find out more about NICE Call Centre Helper is not responsible for the content of these guest blog posts. The opinions expressed in this article are those of the author, and do not necessarily reflect those of Call Centre Helper. Author: NICE Published On: 7th Sep 2023 Read more about - Contact Centre News, NICE Recommended Articles Digital Transformation: Why Your Business Needs to Embrace the Cloud CX and Digital Transformation: Strategies for Success What Is Proactive Customer Service? With Examples Top 10 Contact Centre Software and Technology Related Reports Webinar Replay: Improving Contact Centre Efficiency White Paper: Why You Should Migrate Your Customer Experience Operations eBook: Cut Contact Center Costs Without Straining Employees Report: The State of the Market for Workforce Engagement Solutions Contact Centre Reports, Surveys and White Papers Get the latest exciting call centre reports, specialist whitepapers and interesting case-studies. Choose the content that you want to receive. Contact Centre Reports, Surveys and White Papers Invites to exclusive Webinars & Events Weekly Newsletter