NICE Ltd - NICE STOCK NEWS

NICE has been named the undisputed leader in Metrigy's CCaaS MetriRank 2024 report for the second consecutive year. The company earned top scores in market share, financial strength, product mix, and customer business success. NICE's CXone Mpower, combining the CXone platform with the Enlighten suite, was highlighted as an ultimate CX-aware AI solution. Metrigy emphasized NICE's strong financial position and its ability to maintain market leadership. The report also noted NICE's high ratings in AI capabilities and service value, as well as impressive metrics in first contact resolution (65.6%) and low agent attrition rates.

NICE Enlighten Copilot has won the 2024 BIG Innovation Award for Artificial Intelligence Excellence, presented by the Business Intelligence Group. This award recognizes organizations driving innovation in AI across various fields.

Enlighten Copilot is an AI-powered solution that assists contact center agents by generating personalized guidance for every interaction. It combines Generative AI with purpose-built AI for customer experience (CX) to enhance agent performance, maximize skilled labor potential, and minimize costs.

Key features of Enlighten Copilot include:

• Conversational knowledge
• On-demand guidance
• Task automation
• AI-driven coaching for supervisors

The solution aims to reduce repetitive tasks, provide faster access to knowledge, and improve both agent and consumer experiences. NICE's approach combines CXone's interaction-centric platform with Enlighten's AI to drive AI-powered interactions and enhance customer experience.

NICE has introduced its Integrated Front Door to Government Services, a new FedRAMP solution aimed at improving citizen access to government resources. This innovative platform leverages generative AI to provide a unified voice and digital entry point for constituents, enabling them to self-serve or seamlessly transfer to live agents within the correct agency. The solution determines intent, authenticates users, and captures relevant data, ensuring a frictionless experience.

Key features include:

• Omnichannel intelligent virtual assistant for various constituent services
• Ability to resolve multiple needs in a single interaction
• Proactive identification of open issues
• Enhanced knowledge management using Enlighten AI
• Real-time interaction capabilities for form filling and program enrollment

This initiative addresses a top government priority to enhance citizen experience and streamline access to services.

NICE (Nasdaq: NICE) has won the 'Best AI-based Solution for Customer Experience' award at the 2024 AI Breakthrough Awards for its Enlighten Copilot. This Generative AI solution offers customer service employees a conversational AI experience, acting as an empowerment booster.

Enlighten Copilot produces accurate, brand-specific prompts and next best actions, promoting smarter guided interactions, AI-driven personalized coaching, and offloading of repetitive tasks. It lives inside the CXone Agent workspace, combining real-time transcription, knowledge content, purpose-built AI models for CX, and Generative AI to suggest personalized, timely responses.

Barry Cooper, President of NICE's CX Division, emphasized that Enlighten Copilot enables dynamic skills transfer between humans and AI, allowing employees to work smarter and faster while understanding customers' intents and preferences more deeply.

NICE (Nasdaq: NICE) announced that the District Attorney's Office for the Augusta (Georgia) Judicial Circuit will deploy NICE Justice, an AI-powered digital evidence management solution. This implementation aims to accelerate case processing by automating evidence intake and management. The Augusta DA's Office, handling about 5,000 cases at any time, expects to reduce case lifespans by 9-12 months. NICE Justice will provide a centralized portal for law enforcement agencies to upload evidence, automatically match it to case folders, and notify attorneys of new evidence. The solution also offers features like automated video transcoding, redaction, and evidence sharing with defense attorneys. This marks the fifth prosecutor's office in Georgia to adopt NICE Justice, highlighting a growing trend in digital transformation within the criminal justice system.

NICE Actimize, a NICE (NASDAQ: NICE) business, has been ranked #8 in the inaugural Chartis Research RiskTech AI50 Report, which assessed 50 top vendors in risk management. The report evaluated their AI capabilities across various domains. NICE Actimize also received three category awards for its AI-specific solution expertise:

• Use of AI in AML and transaction monitoring
• Use of AI in communication and control
• Use of AI for customer service

This recognition highlights NICE Actimize's leadership in AI-powered financial crime solutions and its commitment to innovation in risk management technology.

NICE and Karpel Solutions have announced a technology partnership to digitally transform the criminal justice process for prosecutors. The integration of NICE Justice digital evidence management solution and PROSECUTORByKarpel (PbK) case management software aims to streamline workflows and increase efficiency for prosecutors by:

• Automating the ingestion, organization, and correlation of evidence into digital case files in the cloud
• Consolidating all evidence into a single pane of glass
• Eliminating manual processes associated with managing digital evidence
• Synchronizing digital evidence and data across both systems bi-directionally in real-time

The integration also leverages NICE Justice's AI and automation capabilities for managing digital evidence, including automated case building, face/object detection, and video/audio transcription.

NICE Actimize, a NICE (NASDAQ: NICE) business, has been recognized as a Leader in Enterprise Fraud Management by Forrester Research in their Q2 2024 Wave report. The company received the highest possible scores in several criteria, including:

• Machine learning based risk scoring and alerting
• Productized and in-house models
• Queue management
• Channels
• Reporting
• Scale

Forrester highlighted NICE's investment in AI for fraud detection and prediction, praising their typology-based scoring, entity risk scoring, and innovations in generative AI-based transaction trajectory models. The report also commended NICE's strong machine learning capabilities, segmentation management, and out-of-the-box models for transaction risk scoring across various channels.

NICE announced that Open Network Exchange (ONE), a travel industry business solutions provider, has transformed its CX strategy using NICE Enlighten AI. ONE implemented Enlighten AI for Customer Satisfaction, Enlighten AI for Sales Effectiveness, and Enlighten XO to enhance its existing CXone solution. This AI-driven approach has led to significant improvements:

• 5% monthly decrease in score disputes
• 95% CSAT
• 76% deflection of payment call volume through self-service options

The implementation has saved supervisors five hours per week previously spent on manual call scoring. ONE has also added CXone Expert and Enlighten Autopilot to further improve guest experiences and self-service containment.