Leading analyst firm Frost & Sullivan
recognized NICE in the 2024 Best Practices Awards
NICE (Nasdaq: NICE) today announced it has
received Frost & Sullivan’s 2024 Best Practices New Product
Innovation Award for its ongoing advancements in AI for Customer
Experience (CX) solutions for businesses across Europe. Frost &
Sullivan recognized NICE’s Enlighten portfolio, embedding
innovative copilot capabilities to empower employees, supervisors,
and CX leaders. Frost & Sullivan specifically highlighted
NICE’s Enlighten Copilot which leverages purpose-built AI for CX to
analyze organizations’ CX data in real-time to deliver actionable
responses and content to employees and supervisors, enhance
performance, and ultimately create a better employee experience
(EX) and CX.
Frost & Sullivan applies a rigorous analytical process to
evaluate multiple nominees for each award category before
determining the final award recipient. The process involves a
detailed assessment of best practices criteria across two
dimensions for each nominated company, new product attributes and
customer impact. NICE excels in many of the criteria in the AI
product innovation space.
Frost & Sullivan highlighted one of NICE’s Enlighten
customers, Republic Services, an industry-leading waste management
company. After implementing NICE’s solutions, Republic Services
achieved a 120% surge in coaching actions within three months and
then a 33% improvement in customer sentiment within six months.
With NICE’s CX AI solutions, Republic Services was able to pinpoint
areas for improvement, empower its employees, reduce attrition
rates, extend self-service capabilities, and elevate customer
communication.
“NICE Enlighten AI and Interaction Analytics have given us the
ability to cast a wide net to identify critical call types, while
NICE Quality Management allows us to evaluate and act in ways that
really move the needle,” said Morgan Gray, Senior Manager in CX
Field Management, Republic Services.
Frost & Sullivan recognized NICE as an established global
leader for CX AI technologies, with a strong track record of
successful investments and a strategic vision, making AI a critical
lever for achieving EX and CX excellence.
“Driving innovation and growth is a difficult task, made even
harder by the strategic imperatives forcing change today, such as
disruptive technologies, value chain compression, industry
convergence, and new business models. In this context, NICE’s
recognition signifies an even greater accomplishment,” said
David Frigstad, Chairman, Frost & Sullivan.
In addition, NICE recently received Frost & Sullivan’s 2023
Customer Value Leadership award for best in class in the North
American AI-enhanced workforce optimization industry.
“Harnessing AI technology to improve and upskill the workforce
in today’s evolving contact center workplace is a key objective in
delivering excellent and consistent CX. NICE recognizes GenAI's
potential to help achieve this goal. Its NICE Enlighten Copilot
solution provides supervisors with tools and actionable insights
(e.g., data visualization dashboards) to manage agents and the
overall contact center better, ensuring a consistent CX,” said
Valentina Barcia, Best Practices Research Analyst, Frost &
Sullivan.
Darren Rushworth, President, NICE International, said,
“Enlighten, NICE’s purpose-built AI for CX, is having a tremendous
impact across EMEA and the world. It can play a powerful role in
organizations as both an assistant to employees and supervisors as
well as a strategic guide to CX leaders, offering data-driven
next-best actions to optimize CX operations and deliver on
organizational goals. We are proud to receive this recognition from
Frost & Sullivan, a testament to NICE’s mission of delivering
cutting-edge technology that enables next-generation EX and
CX.”
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. Rushworth, 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;
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
in making additional acquisitions or 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; privacy
concerns; changes in currency exchange rates and interest rates,
the effects of additional tax liabilities resulting from our global
operations, the effect of unexpected events or geo-political
conditions, such as the impact of conflicts in the Middle East that
may disrupt our business and the global economy; 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/20240327110837/en/
Corporate Media Contact Christopher Irwin-Dudek, +1 201
561 4442, media@nice.com, ET
Investors Marty Cohen, +1 551 256 5354, ir@nice.com, ET
Omri Arens, +972 3 763 0127, ir@nice.com, CET
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