Big CX News from NICE, Genesys, Pega, & Sanas

Popular stories from the last week that you may have missed.

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Published: June 14, 2024

Rhys Fisher Fisher

This week in CX, we have seen some significant AI milestones, with NICE claiming to have released the “world’s first” CX-aware AI platform and Genesys securing its “largest ever” standalone AI deal.

Elsewhere, the majority of leading BPOs are deploying Sanas’ real-time accent translation tech, and Pega made a double GenAI announcement.

Here are the extracts from some of our most popular news stories over the last seven days.

NICE Launches the “World’s First & Only CX-Aware AI Platform”

NICE has unveiled its CXone MPower solution, promising to “exponentially boost” overall customer experience performance.

The new innovation combines the company’s CXone, Copilot, Autopilot, and Actions tools in what NICE is dubbing the “world’s first and only CX-aware AI platform.”

By aligning these solutions in a single offering, Mpower is able to deliver advanced augmentation, effortless skill transfer between humans and AI, and enhanced AI memory-based awareness.

Users will also benefit from the solution’s AI-leveraging capabilities, which allow it to insert contextual insights at key moments throughout the customer journey.

When discussing the potential of the company’s latest offering, Barry Cooper, President of the CX Division at NICE, praised what his team had achieved, describing Mpower as the “holy grail of CX.”

It [CXone Mpower] lets businesses achieve it all. This is a culmination of the relentless innovation NICE has driven in the last decade, bringing all our solutions together in a single, transformative offering.

But how exactly will the CXone Mpower deliver on its acclaimed billing? (Read on…).

Genesys Secures Its “Largest Ever” Standalone AI Deal, Reveals Significant CCaaS Growth

Last quarter, Genesys experienced a 200+ percent year-over-year (YoY) surge in new bookings for its standalone AI products.

That includes its “largest ever” AI win, which has a seven-figure annual contract value (ACV).

While Genesys shared little more information, it did reveal that the deal is part of a “large” customer experience transformation within a community service and well-being organization.

The deal comes as more of the 6,000 Genesys CCaaS customers start to leverage AI.

Indeed, over 40 percent of those customers now utilize the native AI capabilities included in the Genesys Cloud CX.

Such customers include Beyond Bank, Coca-Cola Bottlers’ Sales and Services (CCBSS), and PureGym.

Genesys credits its rising AI success to delivering conversational, generative, and predictive capabilities that address “real problems” within CX operations

With this aim, Genesys recently released an AI-driven agent copilot, a “next-gen” virtual agent, and new journey orchestration features (Read on…).

Pega Releases Its GenAI Blueprint 2.0, Gives Enterprises More Generative AI Choice

Pega is expanding its generative AI (GenAI) offerings with enhancements to its Blueprint platform and additional GenAI enterprise choices via Amazon Web Services (AWS) and Google Cloud.

Announced at PegaWorld iNspire, the company’s annual conference, Pega is looking to cement its place as the “leading enterprise AI decisioning and workflow automation platform provider” in the sector by leveraging GenAI to boost efficiency and provide users with greater flexibility.

The improvements to Pega GenAI Blueprint – the organization’s app design-as-a-service tool used for managing mission-critical workflows – include a more sophisticated user interface, as well as the ability to create personalized workflows informed by best practices for almost “every scenario imaginable.”

In addition, Pega customers will be able to access and utilize GenAI capabilities from their preferred large language model (LLM) due to the expansion of the framework to facilitate AWS and Google Cloud connections.

In discussing the company’s most recent enhancements, Don Schuerman – Chief Technology Officer at Pega – emphasized the importance of GenAI to Pega’s future customer service and experience strategies:

The extension of these relationships underlines Pega’s commitment to becoming the workflow backbone for generative AI solutions to enable truly transformational change for our clients.

So, let’s take a closer look at how these new GenAI features will impact Pega’s customers (Read on…).

12 of the Top 20 Customer Service BPOs Are Modifying Their Agents’ Accents

60 percent of leading customer service BPOs have deployed real-time accent translation technology.

Working with Sanas, each BPO is leveraging the technology to turn English spoken with a heavy accent into non-accented American English.

Last year, ABC7 cited critics of the tech who suggested it’s “playing into racism”. However, the software is irrefutably having a positive, measurable impact on agent experiences and well-being.

Indeed, figures shared with CX Today show that the technology has helped BPOs – alongside other enterprises – cut agent turnover rates by as much as 50 percent.

“For me, that is the most powerful metric,” said Sharath Keshava Narayana, Co-Founder & COO of Sanas. “Agents are telling us that they’re dealing with a lot less abuse and enjoying their jobs much more.

Before, these reps experienced an undercurrent of bias in every other call they handled, and we’ve taken that familiar, unpleasant feeling away.

Interestingly, the statistics also show how real-time accent translation technology offers benefits beyond the front-line agent experiences (Read on…).


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