NICE Named the Outright Leader in the 2023 SPARK Matrix™ With Leading CX AI for Customer Journey Analytics (CJA) Report
06 Dicembre 2023 - 2:00PM
Business Wire
Enlighten AI solutions positioned NICE the
highest for Customer Impact and Technology Excellence in Quadrant
Knowledge Solutions’ independent assessment
NICE (Nasdaq: NICE) today 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 center 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 center 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.”
About Quadrant Knowledge Solutions Quadrant Knowledge
Solutions is a global advisory and consulting firm focused on
helping clients in achieving business transformation goals with
Strategic Business and Growth advisory services. At Quadrant
Knowledge Solutions, our vision is to become an integral part of
our client’s business as a strategic knowledge partner. Our
research and consulting deliverables are designed to provide
comprehensive information and strategic insights for helping
clients formulate growth strategies to survive and thrive in
ever-changing business environments. For more available research,
please visit https://quadrant-solutions.com/market-research/
About NICE With NICE (Nasdaq: NICE), it’s never been
easier for organizations of all sizes around the globe to create
extraordinary customer experiences while meeting key business
metrics. Featuring the world’s #1 cloud native customer experience
platform, CXone, NICE is a worldwide leader in AI-powered
self-service and agent-assisted CX software for the contact center
– and beyond. Over 25,000 organizations in more than 150 countries,
including over 85 of the Fortune 100 companies, partner with NICE
to transform - and elevate - every customer interaction.
www.nice.com
Trademark Note: NICE and the NICE logo are trademarks or
registered trademarks of NICE Ltd. All other marks are trademarks
of their respective owners. For a full list of NICE’s marks, please
see: www.nice.com/nice-trademarks.
Forward-Looking Statements This press release contains
forward-looking statements as that term is defined in the Private
Securities Litigation Reform Act of 1995. Such forward-looking
statements, including the statements by Mr. Cooper, are based on
the current beliefs, expectations and assumptions of the management
of NICE Ltd. (the “Company”). In some cases, such forward-looking
statements can be identified by terms such as “believe,” “expect,”
“seek,” “may,” “will,” “intend,” “should,” “project,” “anticipate,”
“plan,” “estimate,” or similar words. Forward-looking statements
are subject to a number of risks and uncertainties that could cause
the actual results or performance of the Company to differ
materially from those described herein, including but not limited
to the impact of changes in economic and business conditions,
including as a result of the COVID-19 pandemic; competition;
successful execution of the Company’s growth strategy; success and
growth of the Company’s cloud Software-as-a-Service business;
changes in technology and market requirements; decline in demand
for the Company's products; inability to timely develop and
introduce new technologies, products and applications; difficulties
or delays in absorbing and integrating acquired operations,
products, technologies and personnel; loss of market share; an
inability to maintain certain marketing and distribution
arrangements; the Company’s dependency on third-party cloud
computing platform providers, hosting facilities and service
partners;, cyber security attacks or other security breaches
against the Company; the effect of newly enacted or modified laws,
regulation or standards on the Company and our products and various
other factors and uncertainties discussed in our filings with the
U.S. Securities and Exchange Commission (the “SEC”). For a more
detailed description of the risk factors and uncertainties
affecting the company, refer to the Company's reports filed from
time to time with the SEC, including the Company’s Annual Report on
Form 20-F. The forward-looking statements contained in this press
release are made as of the date of this press release, and the
Company undertakes no obligation to update or revise them, except
as required by law.
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version on businesswire.com: https://www.businesswire.com/news/home/20231206973000/en/
Corporate Media Contact Christopher Irwin-Dudek, +1 201
561 4442, ET, media@nice.com
Investors Marty Cohen, +1 551 256 5354, ET, ir@nice.com
Omri Arens, +972 3 763 0127, CET, ir@nice.com
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