NICE Advances AI-Driven Customer Experience with 2023 CXone Fall Release
December 20 2023 - 8:00AM
Business Wire
New Enlighten AI innovation, Microsoft Azure
availability, and Next-Gen WFM Forecasting help CXone customers
increase productivity without adding complexity
NICE (Nasdaq: NICE) today announced the launch of
the 2023 CXone Fall Release, expanding AI and automation and
increasing openness across the CXone platform. CXone is the
industry’s leading interaction centric platform, enabling
organizations to effectively manage all interactions - attended and
unattended. As organizations look to infuse AI and automation
throughout their CX operations, this release further enhances
NICE’s leadership gap with unique capabilities that allow
organizations to succeed and compete in the digital era.
Creating a full CX AI platform
With major enhancements to Enlighten AI Routing and Enlighten
AutoSummary, CXone now offers fully automated AutoSummary
capabilities that are fully native and support voice and digital
interactions utilizing generative AI to automate objective
summaries for every customer interaction. CXone AutoSummary
combines Enlighten’s industry-specific CX AI models with LLMs to
help CX organizations save time and cost and improve agent
performance. Additionally, with this release, organizations can
create best-in-class CX, connecting consumers with agents based on
sentiment and with extreme personalization.
Expanded cloud options enhance cloud storage and
implementation
With this release, NICE is delivering expanded cloud storage
vendor options. In addition to the AWS storage option, CXone now
has a storage option with Microsoft Azure, strengthening NICE’s
integration with Microsoft, giving customers full flexibility,
allowing organizations to easily integrate CXone into their CX
operations on their choice of public cloud. NICE has also announced
CXone applications’ unique ability to work with any ACD,
on-premises or in the cloud. This new strategic capability is
designed to meet the unique needs of brands transitioning to
cloud-based operations, allowing organizations to seamlessly
integrate their existing ACD systems with CXone applications and
shift to the cloud at their own pace. With this latest offering,
CXone is the industry's leading AI-fueled CX platform capable of
seamlessly integrating with multiple ACDs.
Advanced Digital Interactions Management with True To
Interval (TTI)
NICE continues to innovate and maintain leadership as we bring
workforce engagement management (WEM) to the Digital era. NICE’s
new True to Interval (TTI) enables organizations to consider the
unique challenges of digital channels, revolutionizing forecasting
and planning. TTI accurately forecasts and schedules among the
complex demands of the digital landscape, taking into account
asynchronous, periodic interactions. NICE is the leading WEM
provider that offers this level of accuracy. The new CXone
dashboard improves visibility and ease of use, breaking down
complex data into clear and digestible business insights.
Barry Cooper, President, CX Division, NICE, said, “AI is
creating a ripple effect driving organizations to create full
convergence of CX assets. As organizations adopt AI, they realize
that the only way to do it is with an all-encompassing interaction
centric platform. With the new fall release, CXone is now the only
platform that can serve as the foundation for any organization’s CX
AI strategy.”
“Every CX-oriented enterprise recognizes the need to incorporate
AI in their customer and agent workflows for more personalized
interactions and task completion,” said Derek Top, Research
Director and Senior Analyst with Opus Research. “The latest
CXone release allows them to modernize their CX infrastructure and
augment their service offerings. This is one of the reasons that
NICE and CXone rated highly in Opus Research’s competitive
analyses.”
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/20231220658956/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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