NICE Named a Leader for Conversational AI

NICE has announced that it has been named a Leader in the 2024 Aragon Research Globe for Conversational AI in the Intelligent Contact Centre Report.

Aragon Research analysts evaluated 20 providers that include conversational AI technology within their intelligent contact centre (ICC) offerings, or providing solutions focused exclusively for the ICC. Providers were ranked based on Strategy, Performance and Reach.

NICE was identified as a Leader and highlighted for its portfolio of solutions extending beyond the contact centre focused on improving customer experience through journey orchestration from the initial digital entry point to final issue resolution.

“NICE continues to bring CX AI solutions to market,” said Jim Lundy, Founder and CEO of Aragon Research. “NICE’s Enlighten Copilot, Autopilot and Actions solutions enable CX organizations to improve the experience for all stakeholders including employees, supervisors, CX leaders and customers.”

Aragon identified NICE for its Enlighten AI platform trained on CX interactions and layered with the latest generative AI to deliver next generation customer and employee experience. NICE Enlighten Copilot empowers agents and supervisors with personalized guidance and coaching.

NICE Enlighten Autopilot delivers intelligent self-service solutions to complex issues through natural language conversations. NICE Enlighten Actions automates data-driven actions to achieve optimal outcomes.

Barry Cooper, President, CX Division, NICE, said, “We believe this recognition from Aragon exemplifies NICE’s commitment to delivering CX AI solutions tailormade for CX organizations.

NICE delivers the industry’s leading CX AI in the market specifically built for the fast-paced and ever-evolving landscape of CX.

Each solution adds value to all CX stakeholders, meaning that every interaction that happens in any NICE Enlighten solution will yield value and ROI across the entire organization with the interconnected way it works across CXone.”

NICE was also named a Leader in the 2023 Aragon Research Globe for Conversational AI in the Intelligent contact centre Report.

Aragon Research does not endorse vendors, or their products or services that are referenced in its research publications, and does not advise users to select those vendors that are rated the highest.

Aragon Research publications consist of the opinions of Aragon Research and Advisory Services organization and should not be construed as statements of fact. Aragon Research provides its research publications and the information contained in them “AS IS,” without warranty of any kind.

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