NICE Enlighten AI Wins 2023 BIG Innovation Award

NICE has announced that NICE Enlighten AI was named a winner in the 2023 BIG Innovation Awards presented by the Business Intelligence Group.

The 2023 BIG Innovation Awards recognise organisations and individuals driving innovation and bringing new ideas and experiences to life across a multitude of fields.

A true innovation for the contact centre, NICE Enlighten AI for CSAT empowers agents to positively impact their customer satisfaction outcome, highlighting the behaviours needed for achieving their goals with real-time guidance.

Supervisors spend less time hunting for information and more time leveraging the data insights to deliver personalised coaching to agents, reducing both effort and cost.

NICE Enlighten AI for CSAT is a complete out-of-the box solution that scores agents’ soft-skill behaviours on every interaction — objectively and consistently — eliminating the need for manual interpretation.

It provides immediate value to organisations of all sizes with purpose-built AI and machine learning technology derived from the largest syndicated CX-specific interaction dataset that is deployed effortlessly ‘out-of-the-box.’

“NICE continues to deliver unique solutions that enable organisations to provide frictionless and personalised experiences to meet the needs of today’s consumers,” said Barry Cooper, President, NICE Workforce and Customer Experience Group.

“We are honoured to be recognised by the Business Intelligence Group for innovating in workforce engagement by leveraging AI to empower and motivate agents with guidance to deliver outstanding consumer experiences.”

“Innovation is ‘business critical’ in today’s society,” said Maria Jimenez, Chief Operating Officer of the Business Intelligence Group. “We are thrilled to be honouring NICE as they are leading by example and bringing new ideas to the industry.”

Organisations from across the globe submitted their recent innovations for consideration in the BIG Innovation Awards.

Nominations were then judged by a select group of business leaders and executives who volunteer their time and expertise to score submissions.

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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.

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