Software/ platforms

NICE Enlighten AI Recognized with Product of the Year Award


CUSTOMER Magazine honors NICE Enlighten AI as an innovative CX solution and highlights dedication to quality that benefits the overall customer experience while driving ROI

NICE (Nasdaq: NICE) today announced that NICE Enlighten AI for Customer Satisfaction has been named a winner of the 2021 CUSTOMER Magazine Product of the Year Award by integrated media company TMC. Highlighting products that enable their clients to meet and exceed customers’ expectations, the award recognizes organizations that are advancing the call center, CRM and teleservices industries one solution at a time.

Barry Cooper, President, NICE Workforce and Customer Experience Group, said, “We are in the business of empowering organizations to boost brand loyalty by enabling every customer’s experience to be personalized and contextual. As organizations prioritize the delivery of next-gen CX, we’re proud to shine a light on how embedding smart AI everywhere helps measurably boost customer satisfaction and employee engagement.”

NICE Enlighten AI for Customer Satisfaction enables businesses of all sizes to proactively make every customer interaction exceptional. NICE Enlighten AI interprets and objectively measures the human behaviors proven to influence customer satisfaction. Out of the box Enlighten AI behavior models accurately and immediately score nine specific agent behaviors, such as demonstrating ownership, being empathetic, questioning effectively and more, as well as customer sentiment on every interaction and presents them on the agent and manager’s dashboards. As a result, agents can proactively adapt and self-improve their behavior in real-time while managers can identify coaching opportunities to drive longer term development.

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