Dec 6, 2023
Hoboken, N.J.,December 6, 2023 – NICE (Nasdaq: NICE) today announced that ithas been recognized as the outright Technology Leader in the Quadrant KnowledgeSolutions (QKS) 2023 SPARK Matrix™ for Customer Journey Analytics. Thisindustry analysis ranked 21 leading vendors based on Customer Impact andTechnology Excellence criteria. QKS applauded NICE’s Enlighten AI, saying that “NICE holds astrategic edge over its competitors through its Enlighten AI solutions, whichare native AI purpose-built for CX.” NICE has operationalized Enlighten AI acrossits award-winning CXone platform, enabling organizations to uncover valuable,actionable data-driven insights in their CX operations.
EnlightenAI is NICE’s industry-leading artificial intelligence (AI) solution, built onthe industry’s largest CX dataset. Analyzing every single interaction, from anytouchpoint, Enlighten AI empowers businesses to capture the insights andmetrics that lead to data-driven automation and decision-making at scale.Enlighten AI’s portfolio of CX solutions help businesses orchestrate an optimalcustomer journey, deliver better customer experiences, engage their workforce,and automate to save time and money.
QKSspotlighted NICE’s Enlighten AutoSummary capability which utilizes generativeAI to automate objective summaries for every customer interaction, combiningindustry-specific CX AI models with LLMs to help contact center organizationssave time and cost and improve agent performance. The report also highlightedNICE’s integration of Enlighten XO with SmartAssist via Autoflow to empowerself-learning models through continuous analysis of agent-assisted text andvoice conversations.
QKSalso noted one of NICE’s key technology differentiators includes its “ConnectedIntelligence” which uses Enlighten AI to enable users to improve digital,journey orchestration and workforce engagement applications.
NICE has made significant advancements in itsgenerative AI offerings, unveiling Enlighten Autopilot, Enlighten Copilot andEnlighten Actions, designed specifically for CX. Referencing NICE’s roadmap,QKS stated that NICE is continuously evolving its AI purpose built for CX beyondthe contact center and developing next generation out-of-the-box andindustry-specific intent and event models with a major focus on industryverticals such as telecommunication, financial services and travel andhospitality.
Barry Cooper, President, CX Division, NICE, said, “This recognition fromQuadrant Knowledge Solutions highlights the stark differences between NICE’s CXAI and other AI offerings in the market. Enlighten stands out from the moregeneric AI offerings because it is purpose-built, tailored precisely to our customers’needs. It’s been more than 3 years since we launched Enlighten and adoption onCXone is accelerating. One in every fiveCXone customers now use at least one of the many capabilities that are now poweredby Enlighten.”
About Quadrant Knowledge Solutions
Quadrant Knowledge Solutions is a globaladvisory and consulting firm focused on helping clients in achieving businesstransformation goals with Strategic Business and Growth advisory services. AtQuadrant Knowledge Solutions, our vision is to become an integral part of ourclient’s business as a strategic knowledge partner. Our research and consultingdeliverables are designed to provide comprehensive information and strategicinsights for helping clients formulate growth strategies to survive and thrivein ever-changing business environments. For more available research, pleasevisit https://quadrant-solutions.com/market-research/
About NICE
With NICE (Nasdaq: NICE), it’s never beeneasier for organizations of all sizes around the globe to create extraordinarycustomer experiences while meeting key business metrics. Featuring the world’s#1 cloud native customer experience platform, CXone, NICE is a worldwide leaderin AI-powered self-service and agent-assisted CX software for the contactcenter – 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
Corporate Media Contact
Christopher Irwin-Dudek, +1 201 5614442, 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
Trademark Note: NICE and the NICE logo are trademarks or registeredtrademarks of NICE Ltd. All other marks are trademarks of their respectiveowners. For a full list of NICE’s marks, please see: www.nice.com/nice-trademarks.
Forward-LookingStatements
This press release contains forward-looking statementsas that term is defined in the Private Securities Litigation Reform Act of1995. Such forward-looking statements, including the statements by Mr. Cooper,are based on the current beliefs, expectations and assumptions of themanagement of NICE Ltd. (the “Company”). In some cases, such forward-lookingstatements 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 risksand uncertainties that could cause the actual results or performance of theCompany to differ materially from those described herein, including but notlimited to the impact of changes in economic and business conditions, includingas a result of the COVID-19 pandemic; competition; successful execution of theCompany’s growth strategy; success and growth of the Company’s cloudSoftware-as-a-Service business; changes in technology and market requirements;decline in demand for the Company's products; inability to timely develop andintroduce new technologies, products and applications; difficulties or delaysin absorbing and integrating acquired operations, products, technologies andpersonnel; loss of market share; an inability to maintain certain marketing anddistribution arrangements; the Company’s dependency on third-party cloudcomputing platform providers, hosting facilities and service partners;, cybersecurity attacks or other security breaches against the Company; the effect ofnewly enacted or modified laws, regulation or standards on the Company and ourproducts and various other factors and uncertainties discussed in our filingswith the U.S. Securities and Exchange Commission (the “SEC”). For a moredetailed description of the risk factors and uncertainties affecting thecompany, 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 statementscontained 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 asrequired by law.
