White Papers

Empower Contact Center Agents with AI whitepaper with NICE and Metrigy

Overview

AI is rapidly transforming the contact center and augmenting the agent workforce by filling staffing gaps, reducing after-call work, decreasing workloads, and upleveling agents to better meet customer needs. NICE and Metrigy explore how generative AI technologies are being deployed for real-time agent (and supervisor) assistance, post-call summaries, quality management, and more–saving organizations time and resources while creating new AI-centric positions within the contact center.