NICE has launched an “aggressive” marketing campaign for its AI-powered customer experience solution, Enlighten.
Enlighten AI was first announced in 2021, but marketing efforts have now been stepped up as AI has become the talk of the CX town.
As part of the new campaign, NICE has released a video to showcase Enlighten’s differentiators:
Referencing the campaign, the CCaaS Gartner Magic Quadrant and Forrester Wave leader, stated on LinkedIn:
We’re aggressive, enlightened, and ready to hit the ground running.
Enlighten AI
NICE’s Enlighten AI aims to offer customers real-time, personalized, next-generation experiences.
It does so by wielding several AI use cases that support agents, supervisors, businesses, and consumers.
For agents, Enlighten Copilot helps to provide instant assistance through access to customer histories and preferences, real-time sentiment analysis for customer conflicts, rapid answers to help bring about effective resolutions, and automated call notes to improve customer turnover.
Barry Cooper, President of the CX Division at NICE, dived deeper into these use cases during an appearance on the vendor’s video series: “The Room Where It Happened.”
“In the early days of the contact center, people would still go in (to stores) to solve their most difficult problems, and they would call the contact center for the simple issues,” he said.
What we’re seeing now is this moving downstream, and – what will happen in the future – is that bots will handle those simple things that humans don’t need to do, and AI has a massive place as a copilot to agents, making them more effective in complex situations.
Copilot also makes it easier for supervisors to manage and lead their teams using performance alerts, training schedules, personalized suggestions to resolve problem areas, automating repetitive tasks, and insights for more informed decision-making.
Businesses and consumers both make considerable gains through Enlighten Actions. For businesses, it helps to improve their planning processes, uncover issues, and upgrade compliance scoring.
Consumers can have enhanced interactions with brands via new capabilities that do not rely on agent input, ease of troubleshooting, simplified home health service visit setups, and help to personalize gift baskets.
As such, Enlighten AI brings benefits to a contact center’s three central stakeholders: customers, employees, and the business.
Now, NICE wants to amplify this message, and this campaign shows that the vendor is going all in on its Enlighten AI portfolio.
In the past, these campaigns have helped to create a little buzz, and then NICE moves on to the next – i.e., CXi Vision.
Yet, this “aggressive” campaign is likely to have more legs, as NICE finteines the messaging around its CCaaS portfolio, which always scores highly in analyst reports.
