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NICE named Technology Leader by QKS for Customer Journey Analytics
Thu, 7th Dec 2023

NICE, a leading software solutions provider, has been recognised as the outright Technology Leader in the Quadrant Knowledge Solutions (QKS) 2023 SPARK Matrix for Customer Journey Analytics. This accolade was awarded following an independent assessment by QKS, which ranked 21 top vendors based on factors including customer impact and technology excellence.

This recognition comes due to NICE's ground-breaking Enlighten AI solutions, a native artificial intelligence (AI) system developed specifically for enhancing customer experience (CX). As mentioned by QKS, this AI-based technology gives NICE a strategic advantage over its competition in the realm of customer analytics.

One of the main factors of this success is NICE's Enlighten AutoSummary feature. It utilises generative AI to create objective summaries for every customer interaction, combining sector-specific CX AI models with large language models (LLMs). This advanced technology helps contact centres save time and money and notably improves agent performance. Another benefit, highlighted by the QKS report, is the integration of Enlighten XO and SmartAssist via Autoflow, contributing to the empowerment of self-learning models through continuous analysis of agent-assisted text and voice conversations.

Also noted by QKS was NICE's utilisation of Connected Intelligence, which uses Enlighten AI to enable users to enhance digital journey orchestration and workforce engagement applications.

NICE has also made substantial advancements in its generative AI offerings, unveiling Enlighten Autopilot, Enlighten Copilot and Enlighten Actions, each specifically designed to improve CX. QKS acknowledged that NICE is ever-adapting and evolving its AI with a keen focus on industry verticals such as telecommunication, financial services and travel and hospitality.

Barry Cooper, President, CX Division, NICE, expressed his delight on the recognition stating, "This recognition from Quadrant Knowledge Solutions highlights the stark differences between NICE’s CX AI and other AI offerings in the market. Enlighten stands out from the more generic AI offerings because it is purpose-built, tailored precisely to our customers' needs. It’s been more than three years since we launched Enlighten and adoption on CXone is accelerating. One in every five CXone customers now use at least one of the many capabilities that are now powered by Enlighten."

With the recognition as the Technology Leader in the QKS 2023 SPARK Matrix for Customer Journey Analytics, NICE cements its status as a key player in the optimisation of customer experience through intelligent, data-derived solutions.