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Real-Time Intelligence for CX

Contact centers handle millions of conversations every day. Each interaction holds valuable insights, yet too often, those signals are lost to dated technologies – available transcription offerings have long been too slow, inaccurate, or cost-prohibitive.

The market shift towards AI in the contact center is already well underway. According to McKinsey, 78% of enterprises surveyed have deployed AI within their operations, while almost as many – roughly 71% – have deployed generative AI-powered solutions, as well. 

That momentum reflects a growing recognition that AI is not a future investment or roadmap item. AI is a present tense enabler of customer experience, efficiency, and competitive differentiation. At the same time, industry research shows that nearly 9 in 10 businesses expect to compete primarily on customer experience by 2025, surpassing price and product as the key differentiators.   

And yet, CX challenges remain. ICMI research indicates that 85% of contact centers still rely on legacy metrics like call abandonment rates and average handle time (AHT), while fewer than 40% track signals tied to customer emotion or agent experience. That mismatch underscores why speech-to-text and AI aren’t optional for your contact center – they are foundational in evolving from reactive operations to proactive intelligence.  

The Enterprise Imperative

At NiCE ElevateAI, we’ve built two innovations to meet this challenge: Echo Real-Time Transcription and our Generative AI feature suite. Together, they help enterprises capture conversations with unmatched speed and accuracy, converting contact center interactions into intelligence that powers efficiency, compliance, and customer experience.  

Flexible, Accurate Transcription

Reliable transcription is now mission critical. Latency and accuracy directly affect customer satisfaction, compliance monitoring, and agent engagement.   

Available with both post-call and real-time modes, our Echo transcription model delivers enterprise value with:

• 40% Faster Output: Ultra-low latency enables supervisors to spot compliance risks mid-call and agents to receive guidance in real-time.
• Accuracy That Inspires Trust: Advanced acoustic modeling ensures transcripts require fewer corrections, building confidence among agents, compliance teams, and leadership.
• Global Agility: Supporting 50+ languages with automatic detection, Echo adapts instantly when customers switch languages, accents, or dialects – critical capabilities for global BPOs and multinational enterprises.  

Beyond Transcripts: Generative AI Features

Transcription is only the beginning. ElevateAI’s Generative AI feature suite turns conversations into action by delivering:

• Summarization: Reducing after-call work (ACW) with instant summaries and structured notes for CRM and case management.
• Agent Action Items: Surfacing next steps, so commitments are met, and follow-ups don’t slip through the cracks.
• Interaction Topics: Tagging conversation content for compliance, QA, and market insights.
• Agent Coaching Assistant: Providing real-time coaching prompts to strengthen agent performance.  

Enterprise-Ready by Design

Adoption requires more than features; it demands scale, integration, and compliance. ElevateAI delivers on all three through:

• Scale: Cloud-native architecture supports thousands of simultaneous streams.
• Security: End-to-end encryption with GDPR and security compliance.
• Integration: APIs, connectors, and developer-friendly documentation that simplify ElevateAI deployment across CCaaS, CRM, or BI systems.  

The Human Dimension

Technology adoption requires trust. Accurate transcription builds agent confidence, while automated summaries and action items reduce frustration and repetitive work. In a recent blog, Forrester noted that leading contact centers are already using AI technologies across agent assist functions like call summarization, response drafting, and real-time coaching.   

Is AI in the contact center transformational? Not yet. But the rapid adoption cycle is another signal that the momentum around advanced technologies continues to grow, exponentially. AI is no longer experimental; it is an operational enabler.  

Equally important, AI must work fairly across accents, dialects, and demographics. ElevateAI’s continuous training ensures inclusivity and ethical use, reinforcing both compliance and customer trust.  

Intelligence in Action

The message is clear: customer experience is a strategy and AI-powered contact centers are at the center. The enterprise contact center is evolving from a reactive cost center into a proactive hub of customer intelligence, a shift that is hastened by AI. By pairing Echo Real-Time Transcription with our Generative AI feature suite, ElevateAI is helping enterprises capture conversations in real-time – and act on them with confidence.  

Because success isn’t about knowing what happened yesterday. It is about understanding what’s happening now. And what to do next.  

About the Author: 

Neeraj Verma, VP of AI, NiCE and GM, NiCE ElevateAI

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Neeraj is Vice President of AI Product at NiCE and GM of NiCE ElevateAI, a Cloud API-based, generative AI platform powering real-time agent workflows and business automation. With 15+ years in enterprise technology, he specializes in building developer platforms and AI-first products that scale. His work has helped drive over $300M in AI-driven revenue and accelerated Fortune 100 adoption of intelligent automation solutions.