An “Industry Breakthrough”: NICE Launches Enlighten Journey Orchestration

NICE can capture customer intent and sentiment before directing customers along the optimal journey

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NICE Unleashes Enlighten Copilot 2.0, with Several New Capabilities
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Published: October 21, 2022

Charlie Mitchell

NICE has launched Enlighten Journey Orchestration, a new platform that assesses real-time customer data and suggests next best actions.

Yet, to fully get to grips with the announcement, first consider what the term customer journey orchestration means.

It is the ability to listen and gauge every interaction a customer has with a business in real-time and draw insights from it.

From there, orchestration tools associate the impact of that interaction on the customer journey to identify the next best step for the customer based on their behaviors.

While the field is still in its infancy, thanks to advanced analytics engines – charged with natural language processing (NLP) and machine learning – it is gaining ground as businesses wish to create more relevant, personalized experiences.

Recognizing this, NICE has advanced its Enlighten AI portfolio to drive the field forwards.

In doing so, it has launched Enlighten Journey Orchestration. The platform includes an intent recognition engine – built on decades of data – that determines how customers express themselves digitally and with voice. In doing so, it predicts intent.

It supports this with an AI engine that assesses successful customer journey interactions – across many touchpoints – recognizing the paths that lead to positive customer outcomes.

In combining these capabilities, the Enlighten Journey Orchestration identifies the optimal execution path based on the customer’s intent and sentiment, before initiating that.

Real-time guidance through digital engagement, proactive communication, or human agents can help to steer customers in the best possible direction.

Discussing the launch and the progress of the Enlighten AI portfolio, Barry Cooper, President of Workforce & Customer Experience at NICE, said:

With the exciting advancements in Enlighten Journey Orchestration, front-end applications are not just smarter, and with more interesting insights, customers can now accelerate their digital and self-service transformations with embedded technology at the heart of the journey.

NICE has presented the solution as an “industry breakthrough” and is embedding it into the heart of CXOne. The move aims to allow contact centers to better grasp customer needs and maximize outcomes.

In doing so, NICE can support its customers to better connect their data, place it in the context of the customer journey, and deliver personalized experiences in real-time.

Of course, this is easier said than done. Nonetheless, NICE is already a market leader in customer journey orchestration – according to the 2022 Forrester Wave.

Within the report, Forrester praised NICE for its deep integrations with CRM and collaboration tools, alongside its “advanced workflow automation features.”

Yet, it reserved special praise for its AI and analytics, which have now advanced even further.

 

 

Brands mentioned in this article.

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