NICE Named the Conversational Intelligence Market Leader in 2024 Opus Research Intelliview Report
May 09 2024 - 8:00AM
Business Wire
NICE is positioned the highest for both
Business Impact and Technology/Product Breadth
NICE (Nasdaq: NICE) today announced that Opus
Research has named NICE a market leader in Conversational
Intelligence (CI) in its 2024 Opus Research Conversational
Intelligence Intelliview Report out of 18 vendors evaluated. NICE’s
industry leading Enlighten Actions, Enlighten Copilot, Enlighten XO
and Enlighten Autopilot were assessed as a part of this research.
Opus Research gave NICE the highest possible ratings in three main
criteria – Technology and Differentiation, Breadth of Business
Impact, and Track Record, Partnerships and Customer Base.
Opus Research classified NICE Enlighten as highly differentiated
and innovative, highlighting its purpose-built AI for customer
experience (CX) trained on billions of customer interactions and
layered with generative AI to drive powerful, in-the-moment
analysis of CX data. Opus Research recognized NICE Enlighten for
its rich breadth of both data collection and analysis driven by the
industry’s most comprehensive CX datasets. Opus Research also
recognized NICE Enlighten’s broad spectrum of proven use cases and
references, transforming experiences for customers, employees,
supervisors and CX leaders.
Dan Miller, Founder of Opus Research, said, “NICE
differentiates itself through its advanced applications of its
Enlighten technology, using purpose-built AI for CX to drive change
across a CX organization. This broad application of AI-powered
conversational intelligence is what organizations are looking for
when they seek to implement AI. The NICE Enlighten platform spans
the entire end-to-end customer journey, delivering AI for CX for
customers all the way up to CX executives.”
Opus Research noted that NICE leverages CI across its Enlighten
platform to drive business value through metrics including
increased CSAT, first contact resolution, self-service resolution
rate, and reduced operating costs. Opus Research also acknowledged
that NICE’s customer engagement strategy and go-to-market approach
have resulted in substantial growth and widespread adoption of
Enlighten.
Barry Cooper, President, CX Division, NICE, said, “NICE
has perfected the application of AI-powered conversational
intelligence in the CX space. Our Enlighten technology uses CI to
enable employees, supervisors and executives to get more out of
their data and instantly drive results. This recognition highlights
the power of Enlighten and the new standard it is setting for CX
and employee experience (EX).”
About Opus Research Opus Research is a diversified
advisory and analysis firm providing critical insight on software
and services that support digital transformation. Opus Research is
focused on the merging of intelligent assistance, NLU, machine
learning, conversational AI, conversational intelligence,
intelligent authentication, service automation, and digital
commerce.
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
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/20240509874574/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, CET
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