NICE Earns Broad Industry Recognition for Its Leading AI Customer Experience Technology

NICE | September 09, 2021

NICE today announced that Enlighten AI was named the winner in the “Best Use of Predictive and Prescriptive Analytics” category of Computing magazine’s AI & Machine Learning Awards. Enlighten AI was also recognized by KMWorld and NICE was added to the KMWorld AI 50 – a list of the top companies that are helping organizations win in an increasingly competitive marketplace. These awards further validate the unrivaled ability of Enlighten AI to help businesses deliver exceptional customer experiences and drive positive business outcomes.

Computer magazine’s AI & Machine Learning Award recognizes Enlighten AI for its predictive and prescriptive analytics use cases that answer important questions for every type of organization. Leveraging data from all business sectors to predict what will happen and provide clarity and understanding on how organizations can act on the information helps them prepare for future scenarios. Enlighten AI demonstrated how organizations can achieve successful metrics, such as increased customer satisfaction, return on investment (ROI), reduced operational costs, and more.

Similarly, KMWorld’s AI 50 highlights the companies that are paving the way for businesses to excel in delivering customer satisfaction and operational efficiency using products and services with embedded intelligence and automation.

Barry Cooper, President, NICE Workforce & Customer Experience Division said “In the contact center space, where billions of interactions happen daily, AI is increasingly considered necessary to compete by providing faster, more accurate customer service effectively. Enlighten AI’s purpose-built AI solutions drive extraordinary experiences that customers come to expect. We are honored to be recognized by KMWorld and Computing magazine for Enlighten AI’s proven ability to deliver on the promise of next-gen CX.”

Developed from over 30 years of industry expertise and using the largest syndicated interactions dataset, Enlighten AI provides contact centers a complete, objective and automated behavioral analysis of every interaction. A suite of innovative CX solutions operationalizes these insights, accelerating action and turning customer service into a real competitive differentiator.

About NICE
With NICE (Nasdaq: NICE), it’s never been easier for organizations of all sizes around the globe to create extraordinary customer experiences while meeting key business metrics. Featuring the world’s #1 cloud native customer experience platform, CXone, NICE is a worldwide leader in AI-powered contact center software. Over 25,000 organizations in more than 150 countries, including over 85 of the Fortune 100 companies, partner with NICE to transform - and elevate - every customer interaction.


Many organizations are moving to cloud-based IT infrastructures as a means of solving scalability, performance, availability and cost problems. There are three basic deployment models for cloud infrastructures: Private cloud: The cloud infrastructure dedicated to a single organization. It may be managed by the organization or a third party and may exist on premise or off premise. Public cloud: The cloud infrastructure is made available to the public or a large industry group and is owned by an organization selling cloud services.

Other News

SoftWorks AI Rebrands as TRUE and Answers Need for Lending Intelligence

TRUE | June 23, 2022

SoftWorks AI, the leader in lending intelligence, today launched an extensive rebrand, including changing its name to TRUE. The new name reflects the company’s unique ability to give lenders a true picture of a borrower by using AI to inspect and audit every data point when verifying a loan and its underlying documentation. By providing deeper, more comprehensive, and more accurate insights on borrowers, TRUE allows lenders to gain market share by enabling faster turn times and reducing risk. TRUE’s new name and logo demonstrate how the company harnesses the power of AI to turn lending – especially in the mortgage space – into a near real-time experience. While other vendors need humans in the loop to get data right, TRUE’s platform accurately analyzes every data point in a loan package automatically. TRUE’s technology can reduce manual reviews by up to 85% and has increased underwriter productivity by up to 300%. The lending industry has long been focused on automation, with an end-state goal of touchless automation. This can only be achieved with lending intelligence, which uses AI to ensure all data going into the automation process is 100% correct and verify that every extrapolated insight is accurate and provably true. The TRUE brand is focused on using cutting-edge technology to find what is true, a process the company calls Lending Intelligence. “TRUE uses AI to help lenders address customers’ most important expectations – speed, accuracy and reduced risk. “We are an AI lab focused executively on the lending sector and our AI platform is fully trained to address the challenges and nuances of lending. TRUE optimizes every step of the lending cycle, efficiently delivering critical information so our clients can get a full picture of their risk exposure. By providing a fast, thorough, and explainable analysis of every last data point, we reduce errors and improve decisioning, powering trustworthy lending.” Ari Gross, CEO of TRUE TRUE is transforming both the primary and secondary lending markets with technology that reads documents chronologically and holistically, going far beyond generic data classification that misses important details and nuances – and results in costly bad decisions. By ensuring that loan documents tell a consistent and coherent story and that all documents are cross-validated, TRUE enables lenders to get a holistic view of lending risk while delivering greater certainty to customers. The company currently serves major institutions from across the lending industry including Rocket Mortgage, Carrington, and 50% of the top mortgage insurers. TRUE processes millions of loans and billions of documents through its AI powered lending technology annually. About TRUE TRUE is a software solutions company and AI lab that helps lenders harness the power of artificial intelligence to make accurately informed lending decisions – increasing revenue while reducing operating costs and risk. Since 2017, it has set the industry standard for intelligent lending technology, delivering results that provide a true competitive advantage.

Read More


Mendix and Atos expand global partnership to drive efficient, digital decarbonization across every industry with enterprise low-code

Mendix | April 21, 2022

Mendix, a Siemens business and global leader in enterprise application development, and Atos, a global leader in digital transformation, today announced that they have signed an expanded partnership agreement to empower Atos to leverage the Mendix low-code platform to drive hyper-automation and decarbonization in enterprises. This partnership with Mendix enhances the longstanding, trusted partnership between Atos and Siemens, cementing Atos’ commitment to providing world-class, low-code solutions for global businesses. At launch, the agreement will give Atos the license to sell Mendix low-code platform in multiple regions where Atos has a joint business collaboration with Siemens, including APAC, EMEA, and the Americas. The offering will become available in more and more countries after the initial launch. Speeding up digitalization in manufacturing, retail, public sector, telecommunications, and financial services While enterprises continue to undergo rapid transformation as they digitalize business processes and operations, increasing economic sectors and industries are adopting IT solutions that streamline efficiency, optimize resources, and increase revenue. Atos will leverage the Mendix low-code platform to offer the broadest range of application modernization services and to fortify its industrial expertise and capabilities. Through this partnership, Atos will enable organizations to maximize the potential of low-code applications to support new user needs for fast and modern services across the manufacturing, retail, public sector, telecommunications, and financial services industries. With the help of the Mendix low-code platform, Atos customers can now launch complex, business-oriented digital initiatives without prohibitive investment in extensive technological capabilities and expertise. Accelerating digital decarbonization The agreement will also support Atos’ mission to push boundaries of scientific and technological excellence to ensure that its business partners, clients, and the greater society can thrive and function sustainably in a digitally secure information environment. The Mendix platform integrates with existing components to take a circular economy approach to software development. By enabling organizations to upgrade their services one application at a time, it reduces the need for infrastructure overhauls, effectively enabling organizations to do more with less. The Mendix platform is cloud native and allows for containerized applications. This enables organizations to deploy anywhere and scale their apps to any size without redesign. With the Mendix low-code platform, Atos can support its customers to develop low-emissions applications and thereby contribute to lowering their carbon footprints. According to the ‘Exponential Climate Action Roadmap’ laid out by the World Economic Forum, digital technologies could help reduce global carbon emissions by up to 15% – or one-third of the 50% reduction required by 2030 – through digital solutions in energy, manufacturing, agriculture, transportation and traffic management. Through the new agreement, Atos and Mendix will provide those industries with solutions that immediately support their needs for decarbonization. Atos is already building industry specific solutions based on the Mendix platform to monitor, report, and track real-time energy consumption and carbon emission across 1,800 locations globally. Using low-code to propel legacy systems into a digital-first economy “We are pleased to build on Siemens’ long-standing relationship with Atos and create high-value services that will further support hyper-automation and decarbonization in enterprises. With a strong background in application modernization, Atos has the expertise to establish a clear roadmap to modernize legacy applications and systems. This is crucial for enterprises seeking to rebuild or replace their legacy systems. Our low-code platform and Atos’ expertise are perfectly suited to accelerating that transformation,” said Tim Srock, CEO, Mendix. “Through this partnership with Mendix, Atos will help organizations streamline processes, reducing the total cost and time required to change or improve their application development systems.” “As we operate within today’s fast-paced digital landscape, this partnership will allow us to capitalize on the Mendix low-code platform to offer unique services that rapidly adapt and respond to our clients’ market changes and opportunities, across all the industries we serve. We are confident this extension to our existing partnership with Siemens will bolster our joint commitment to create innovative solutions for enterprises looking to accelerate their digital transformation initiatives.” Rakesh Khanna, Head of Digital at Atos While enterprises continue to undergo rapid transformation as they digitalize business processes and operations, increasing economic sectors and industries are seeking IT solutions to streamline efficiency, optimize resources, and increase revenue. With the help of the Mendix low-code platform, organizations can now launch complex, business-oriented digital initiatives without prohibitive investing in extensive technological capabilities and expertise. About Mendix In a digital-first world, customers want their every need anticipated, employees want better tools to do their jobs, and enterprises know that sweeping digital transformation is the key to survival and success. Mendix, a Siemens business, is quickly becoming the engine of the enterprise digital landscape. Its industry-leading low-code platform and comprehensive ecosystem integrates the most advanced technology to support solutions that boost engagement, streamline operations, and relieve IT logjams. Built on the pillars of abstraction, automation, cloud, and collaboration, Mendix dramatically increases developer productivity and empowers a legion of not-so-technical, ‘citizen’ developers to create apps guided by their particular domain expertise, facilitated by Mendix’s engineered-in collaborative capabilities and intuitive visual interface. About Atos Atos is a global leader in digital transformation with 109,000 employees and annual revenue of c. € 11 billion. European number one in cybersecurity, cloud and high performance computing, the Group provides tailored end-to-end solutions for all industries in 71 countries. A pioneer in decarbonization services and products, Atos is committed to a secure and decarbonized digital for its clients. Atos is a SE (Societas Europaea), listed on Euronext Paris and included in the CAC 40 ESG and Next 20 Paris Stock indexes.

Read More


NCI announces its transformation to Empower AI

Empower AI | June 08, 2022

NCI Information Systems, Inc., a long-time technology provider to U.S. government agencies, today announced that it has become Empower AI. The transformation reflects the successful adoption of the Empower AI Platform across federal defense, civilian and health care agencies, and leverages Empower AI’s all-inclusive AI-as-a-Service (AIaaS) approach. “Empower AI is declaring what we know to be true: AI is the most transformative technology of this era,” said Paul A. Dillahay, president and CEO of the new Empower AI. “AI represents the single biggest opportunity to enhance productivity of the federal workforce. By aggregating and synthesizing data quickly and more effectively with AI, we can elevate mission success for every government agency.” According to December 2021 research from Deloitte, 92% of federal agency leaders believe AI is important to their mission outcomes but the lack of technology supporting artificial intelligence is the top barrier to taking advantage of it. With nearly half of mature government organizations still beginners at AI, according to the same study, Empower AI’s AIaaS model makes government adoption easier by reducing risk and focusing on the “human development” aspects through integrated development, implementation, maintenance, and performance services at a fixed, inclusive cost. Empower AI Platform built for the government ecosystem The company’s flagship product, the Empower AI Platform, introduced in 2020 and continuously enriched, is built on decades of mission experience and tailored specifically for government challenges. The platform gives government agency customers the insights and tools necessary to make critical decisions faster. “Our deep knowledge and understanding of our federal clients featured prominently in the development of the Empower AI Platform,” Dillahay said. “We designed it specifically for the unique ways in which government works, and in accordance with its strict requirements for security and transparency.” The platform’s components include an AI framework, hyper-automation tools, and digital assistant: Empower AI Works: A suite of hyper-automation tools helps shift focus to the most impactful work by automating time consuming tasks with AI, without the need for human intervention. Empower AI Advises: A side-by-side AI assistant that accelerates human decision-making and increases productivity. Empower AI Leads: A comprehensive AI management system that equips mission leaders to make better, faster decisions and achieve meaningful digital evolution through a unique and streamlined view of objectives, projects and tasks updated in real-time as work is accomplished. Empower AI’s commitment to the transformative power of AI has already yielded results. The company has secured more than $1.5 billion in AI-enabled work and more than 75% of its customers have implemented the Empower AI Platform to recognize the exponential effectiveness of their AI-enabled workforce. About Empower AI Empower AI is AI for government. Empower AI gives federal agency leaders the tools to elevate the potential of their workforce with a direct path for meaningful transformation. Headquartered in Reston, Va., Empower AI leverages three decades of mission experience solving complex challenges in Health, Defense, and Civilian missions. Their proven Empower AI Platform provides a practical, sustainable path for clients to achieve transformation that is true to who they are, what they do, and how they work, with the resources they have. The result is a government workforce that is exponentially more creative and productive.

Read More


Zenarate Launches Concurrent Chat Simulation to Develop Top-Performing Chat Agents

Zenarate | May 25, 2022

Zenarate , the industry's leading AI conversation simulation solution, today launched Concurrent Chat Simulation in Zenarate's AI Coach platform. It is the first AI simulation solution that allows contact center agents to practice handling multiple incoming chats from customers simultaneously. Training leaders can now empower agents to master high-impact chat topics with their personal unbiased Zenarate AI Coach simulating a customer while providing in-the-moment coaching. According to data from Zendesk, customer satisfaction ratings for live chat (85%) are second only to phone support (91%). In addition to call simulations, Zenarate AI Coach brings AI chat simulation to leading contact centers in 12 languages to develop confident, well-prepared new hire agents before their first chat. It also helps close tenured chat agent skill gaps to increase agent speed proficiency and responsiveness in handling concurrent chat engagements. Zenarate's AI Coach simulates any customer engagement scenario, voice or chat, immersing contact center agents in hyper-realistic conversations while providing them real-time coaching. Both voice and chat simulations use Natural Language Processing, allowing agents to use their own words without scripting, and Natural Language Understanding, generating real-time customer responses simulating a customer on any topic and persona. "Adding concurrent chat simulation to AI Coach addresses the rising importance of real-time digital customer engagement and bolsters our overall contact center simulation training capabilities. Now agents can improve their confidence and remove their anxiety by mastering concurrent chat servicing with their personal unbiased AI Coach from home or office through our human-centered AI conversation simulation platform. And call center leaders can clearly assess agent readiness to handle multiple live chats with confidence." Brian Tuite, founder and CEO of Zenarate About Zenarate Zenarate's AI Coach helps leading brands develop confident top performing customer-facing teams through AI Conversation Simulation. Zenarate's AI Coach is used worldwide every day in over a dozen countries, including the U.S., Canada, Mexico, Philippines, India, and Europe and supports 12 languages. Zenarate Customers include 7 of the top 10 U.S. financial institutions, 3 of the top 5 BPOs, and leading companies in the healthcare, travel, technology, and services industries.

Read More


Many organizations are moving to cloud-based IT infrastructures as a means of solving scalability, performance, availability and cost problems. There are three basic deployment models for cloud infrastructures: Private cloud: The cloud infrastructure dedicated to a single organization. It may be managed by the organization or a third party and may exist on premise or off premise. Public cloud: The cloud infrastructure is made available to the public or a large industry group and is owned by an organization selling cloud services.