Organizations of all sizes across industries
utilize NICE Enlighten, NICE’s AI purpose-built for CX, to
optimize, automate and augment consumer and employee experience
NICE (Nasdaq: NICE) today announced that NICE
Enlighten, NICE’s CX AI, has reached the significant milestone of
augmenting and automating over 100 million customer interactions
per month. This surge manifests the growing demand that was
highlighted in NICE’s 2023 earnings report with 300% year-over-year
growth in the number of Enlighten AI deals signed in 2023. NICE is
a leading provider of AI-powered CX solutions worldwide. This
unprecedented accomplishment underscores NICE Enlighten’s pivotal
role in redefining how businesses engage with their customers,
leveraging advanced AI technologies to deliver unparalleled service
efficiency and satisfaction.
Since launching in 2020, NICE Enlighten has been at the
forefront of innovation in the CX industry, trained on decades of
CX data, and operationalized across the industry’s most
comprehensive CX suite of products and with the largest number of
out-of-the-box AI modules. Utilizing advanced machine learning,
natural language processing, and now generative AI, NICE Enlighten
optimizes and personalizes interactions by understanding context,
anticipating customer intents, and providing recommendations in
real-time across digital and voice channels. NICE Enlighten is
embedded across the entire CXone platform to drive the best
outcomes for consumers, employees, and businesses. Combining NICE
Enlighten with NICE’s award-winning CXone platform enables CX
organizations to utilize their data to optimize operations and
deliver next-generation CX.
Barry Cooper, President, CX Division, NICE, said, “This
historic milestone demonstrates that our CX AI innovation is
delivering immense value in the market. Our industry-leading NICE
Enlighten drives AI-powered CX at scale to meet current enterprise
needs. We are proud of the value Enlighten delivers in enabling
organizations to boost CSAT, resolve issues faster, enhance the
employee and consumer experience, and deliver on the bottom
line.”
“NICE Enlighten AI has totally changed the way our company
operates—for the best. We’re able to measure how we’re treating our
guests while still focusing on sales and driving revenue. What more
could we ask for in a sales environment,” said Alexandria
Doucet, Open Network Exchange (ONE). ONE is a full-service
solution provider in the travel industry. ONE uses Enlighten to
evaluate 100% of its interactions and improve employee
productivity.
Jim Lundy, CEO and Founder, Aragon Research, said, “In
the last year, the market has become saturated with AI offerings,
however, all are not created equal. It is paramount that CX
organizations looking to implement AI only consider purpose-built
AI for customer experience and not generic AI or LLMs trained on
the public internet. This is how organizations can differentiate
themselves in the AI era and future-proof their business operations
for continued success.”
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
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
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; 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/20240325453744/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,
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