NICE Named the Outright Leader in the 2023 SPARK Matrix

NICE has announced that it has been recognized as the outright Technology Leader in the Quadrant Knowledge Solutions (QKS) 2023 SPARK Matrix for Customer Journey Analytics.

This industry analysis ranked 21 leading vendors based on Customer Impact and Technology Excellence criteria. QKS applauded NICE’s Enlighten AI, saying that “NICE holds a strategic edge over its competitors through its Enlighten AI solutions, which are native AI purpose-built for CX.”

NICE has operationalized Enlighten AI across its award-winning CXone platform, enabling organizations to uncover valuable, actionable data-driven insights in their CX operations.

Enlighten AI is NICE’s industry-leading artificial intelligence (AI) solution, built on the industry’s largest CX dataset.

Analyzing every single interaction, from any touchpoint, Enlighten AI empowers businesses to capture the insights and metrics that lead to data-driven automation and decision-making at scale.

Enlighten AI’s portfolio of CX solutions help businesses orchestrate an optimal customer journey, deliver better customer experiences, engage their workforce, and automate to save time and money.

QKS spotlighted NICE’s Enlighten AutoSummary capability which utilizes generative AI to automate objective summaries for every customer interaction, combining industry-specific CX AI models with LLMs to help contact centre organizations save time and cost and improve agent performance.

The report also highlighted NICE’s integration of Enlighten XO with SmartAssist via Autoflow to empower self-learning models through continuous analysis of agent-assisted text and voice conversations.

QKS also noted one of NICE’s key technology differentiators includes its “Connected Intelligence” which uses Enlighten AI to enable users to improve digital, journey orchestration and workforce engagement applications.

NICE has made significant advancements in its generative AI offerings, unveiling Enlighten Autopilot, Enlighten Copilot and Enlighten Actions, designed specifically for CX.

Referencing NICE’s roadmap, QKS stated that NICE is continuously evolving its AI purpose built for CX beyond the contact centre and developing next generation out-of-the-box and industry-specific intent and event models with a major focus on industry verticals such as telecommunication, financial services and travel and hospitality.

Barry Cooper, President, CX Division, NICE, said, “This recognition from Quadrant Knowledge Solutions highlights the stark differences between NICE’s CX AI and other AI offerings in the market.

Enlighten stands out from the more generic AI offerings because it is purpose-built, tailored precisely to our customers’ needs.

It’s been more than 3 years since we launched Enlighten and adoption on CXone is accelerating. One in every five CXone customers now use at least one of the many capabilities that are now powered by Enlighten.”

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