NICE Announces New Enlighten AI Innovations, WEM Advancements, & More

The latest release for NICE CXone also includes innovations that enable a slower, more cautious CCaaS migration

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NICE Announces New Enlighten AI Innovations, WEM Advancements, & More
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Published: December 22, 2023

CX Today Team

NICE has announced the launch of its 2023 CXone Fall release, expanding the capabilities of its AI-powered CX software.

One of the major additions to the Fall release is the integration of Enlighten’s industry-specific CX AI models with LLMs. These enhancements allow digital interactions to utilize generative AI to automate objective summaries for every customer interaction.

The release also vastly improves CXone’s personalization proficiency, allowing customers to be connected to agents based on sentiment and helping companies provide a more tailored customer service experience.

In discussing the AI features within the latest CXone release, Barry Cooper, President of the CX Division of 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.

Elsewhere, NICE – having made the CXone platform available on Microsoft Azure in August of last year – has gone further to provide new flexibility by giving users a storage option within Microsoft Azure.

The release also gives CXone users the option to work with any ACD, on-premises, or in the cloud.

In providing customers with greater flexibility in storage and system compatibility, CXone is simplifying the integration process, making it easier for companies to shift to the cloud at their own pace – a growing industry trend.

Indeed, Google recently made a similar move by announcing a second CCaaS proposition in 12 months, designed for a slower, more cautious CCaaS migration.

Advancements In Workforce Engagement Management (WEM)

Arguably, the most innovative addition in the release is NICE’s True to Interval (TTI) workforce engagement management (WEM) program.

Designed to streamline forecasting and planning within digital channels, TTI considers asynchronous and periodic interactions in its scheduling – making it one of the few WEM providers to offer this degree of accuracy.

It is clear that NICE’s latest innovations mean that it won’t be giving up its status as a leading contact center and CX provider anytime soon.

Indeed – Gartner, Forrester, and Ventana Research – all recently rubberstamped the vendor’s leadership in the CCaaS arena.

Now, by providing a more holistic and compatible solution, NICE aims to make CXone a platform for companies of all shapes and sizes.

 

 

Artificial IntelligenceCCaaSGenerative AIWorkforce Optimization

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