Artificial Intelligence

In the current business landscape, prioritizing CX is essential for success. Those who take strategic steps to embrace the power of cloud, digital, and AI technologies will launch themselves to the forefront of delivering exceptional customer experiences.

Ready to transform your contact center?
This latest report from Forrester shows how Generative AI is changing the game in customer service.
See how top leaders are using Generative AI.

Contact centers undergoing digital transformation need a WFM overhaul.
DMG explores how companies must address the changing expectations of their customers, but also do the same for their employees. Customers want to interact via digital channels, while employees want scheduling flexibility. New AI WFM solutions can handle asynchronous interactions, and with new algorithms for forecasting and employee self-service, they can allow agile scheduling processes too.

Ready or not, AI is here and changing how we think about customer service.
Harvard Business Review Analytic Services, in association with NICE, conducted research to understand how brands feel about AI for customer service and where to focus efforts and budget to maximize AI for CX.

Over the last two years, organizations have been quick to implement AI (sometimes at the expense of cost and security). Now that the initial frenzied excitement is starting to settle, organizations have a clearer line of sight to how they should best leverage AI to advance their wider CX goals.

How many hours a year does your contact center waste on after-call work? Do you wish there was a better way? With recent innovations in generative AI, now there is.

Protect your organization from reputational, financial, and compliance risks with a comprehensive AI driven complaint management solution. Enlighten AI for Complaint Management scores 100% of interactions to automatically identify, categorize, and route consumer complaints consistently and reliably - saving you time and money.

Customer centricity today is more important than ever, but more difficult to attain. To achieve it in the age of omnichannel conversations, companies must capture and analyze every customer conversation. Conversational AI technologies make this analysis possible, and Enlighten XO is a unique solution with its ability to seamlessly improve automation resolution, optimize knowledge management, and drive proactive outreach.

Are you ready to make your self service actually work? To deliver customer experiences (CX) that exceed expectations? It’s time to leverage the power of AI and machine learning to move from reactive to proactive self service. Learn how to

The customer experience (CX) is the last sustainable competitive advantage for today’s businesses — and artificial intelligence (AI) has become mission critical to its success. But how do organizations leverage AI in a way that doesn’t take human connection out

In this eBook, learn how best-in-class firms have harnessed their omnichannel data with the help of AI to maximize their CX results, drive operational efficiency and improve their competitive positioning.

When a consumer can use their mobile device to order a car to their door within minutes, access an entire  studio’s worth of content streaming to their TV, and control every device in their home with voice commands...their expectations grow. And they transfer those high expectations to every touchpoint they have with every company they interact with.

So how do the innovators drive and win — and what can be learned from them?

This whitepaper discusses the reasons behind why some CX projects lead to poor customer experiences, and how adopting modern AI powered solutions built specifically to solve these problems are the way of the future.

In this white paper, HFS explores the evolving role of attended automation as a complement to enterprise automation programs.

How much do you really know about AI-powered analytics? Have you really tapped into your Contact Center Interactions, and the wealth of information they hold?

One of the reasons AI is making significant improvements to customer experience for many organizations is because it complements the contact center technologies and processes they already have in place. This enables organizations to get more value from the data

Download this eBook to learn the basics of how forecasting more accurately helps manage your workforce more effectively.

AI-driven sentiment analytics is the way to uncover any number of insights important to driving your business forward in today’s competitive marketplaces.

Download this white paper to learn how AI might impact your contact center and help minimize costs and maximize impact.

Download this white paper to read how NICE WFM 7.0, forecasting with Artificial Intelligence, gives you unparalleled flexibility that can take your workforce management solution to the next level.