Customer Experience, Service & Success

NICE Enlighten AI Receives “Workforce Innovation of the Year”

NICE is honored for its ability to address unique challenges in workforce optimization, for increasing agent productivity, and for driving superior contact center and CX performance
experience management

NICE (Nasdaq: NICE) today announced that Customer Contact Week Digital (CCW), has named NICE and its Enlighten AI for Customer Satisfaction (CSAT) solution as its 2022 “Workforce Innovation of the Year” award recipient. The 2022 Workforce Innovation Award recognizes vendors, individuals and teams which have made a commitment to driving superior contact center and CX performance.

CCW’s “Workforce Innovation of the Year” category awards the solution that links employee expectations to customer value and increased agent engagement. The winner is evaluated based on their ability to: address a unique challenge in workforce optimization; deliver cost savings, regardless of size and scope; increase agent productivity and reduce customer effort through tangible metrics; and support rapidly evolving needs client needs throughout the COVID-19 pandemic.

“NICE continues to release unique solutions that enable organizations to grow and retain top talent while delivering the frictionless and personalized experiences that today’s consumers expect,” said Barry Cooper, President, NICE Workforce and Customer Experience Group. “We are honored to be recognized for innovating in workforce engagement by leveraging AI to empower and motivate agents with guidance to deliver outstanding consumer experiences.”

NICE Enlighten AI for CSAT is a complete out-of-the box solution that scores agents’ soft-skill behaviors on every interaction — objectively and consistently — eliminating the need for manual interpretation. It provides immediate value to organizations of all sizes with purpose-built AI and machine learning technology derived from the largest syndicated interaction dataset that is deployed effortlessly ‘out-of-the-box’.

A true innovation for the contact center, Enlighten AI for CSAT empowers agents to positively impact their customer satisfaction outcome, highlighting the behaviors 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 personalized coaching to agents, reducing both effort and cost.

To learn how organizations are empowering employees to deliver exceptional CX with Enlighten AI for Customer Satisfaction, please read our case study here.

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