Leading Japanese BPO Adopts NICE Enlighten AI for Smart Quality Management and Improved Customer Service

NICE Enlighten allows environment friendly focused behavioral coaching for CSAT enchancment and big productiveness beneficial properties

HOBOKEN, NJ, November 24, 2021– (BUSINESS WIRE) –NICE (Nasdaq: NICE) introduced at present that NTT Advertising and marketing ACT, one in every of Japan’s largest enterprise course of subcontractors (BPO), has chosen NICE Nexidia and Enlighten to automate most of its high quality administration processes. This determination will make PLEASANT Brighten one of many first synthetic intelligence (AI) frameworks carried out in Japan to mechanically assess the influence of contact middle agent behaviors on buyer satisfaction (CSAT). The launch allows NTT Advertising and marketing ACT to account for linguistic variations by making the most of a phonetic agnostic platform, a primary for the area.

Enlighten’s Japanese conduct fashions are packaged as the primary normal Japanese CSAT fashions, which might be utilized by NTT Advertising and marketing ACT to automate two-thirds of its engagement high quality assessments on behalf of 200 present BPO shoppers. The corporate will additional distinguish itself within the BPO market by providing new shoppers subtle evaluation and high quality administration (QM) providers enabled by NICE options. By strategically combining NICE’s analytical capabilities with NTT Advertising and marketing ACT’s experience in operations, corporations are equipping brokers with the instruments they should ship higher buyer experiences.

NICE Enlighten gives real-time, forward-thinking data on agent conduct, based mostly on purpose-built self-learning AI and the biggest syndicated interplay information set. NICE Nexidia focuses on buyer conduct, utilizing sentiment evaluation, journey sequencing know-how, and predictive name routing for each interplay. These options are mixed in NICE High quality Central, with its quick, easy-to-use interactivity and customizable centralized administration.

These capabilities proved to be key elements in accessing the behaviors of Japanese brokers, as refined gestures and small actions inside a name are collectively evaluated. NTT Advertising and marketing ACT tried totally different analytics options up to now, however had bother capturing agent conduct, a lot much less incorporating analytics into QM operations. NTT Advertising and marketing ACT selected the NICE providing as a result of mixed “phonetic indexing”, “sentiment” and “automated speech recognition” know-how capabilities inside a single platform that allows an end-to-end high quality administration cycle. The corporate will use the NICE Nexidia platform and Enlighten because the launch level for its new “One Contact High quality Administration” BPO service, demonstrating how NICE options allow digital transformation.

Takehisa Furuya, NTT Advertising and marketing Act, Administration Division Supervisor:
“With NICE Nexidia & Enlighten, the standard and productiveness of the contact middle might be maintained and improved, and the operation of the whole contact middle might be optimized. Along with NICE, we’ll conduct a co-creative contact middle operation that not solely pursues KPI, but additionally actively proposes a brand new KPI methodology. “

Darren Rushworth, President, NICE APAC:
“The flexibility of an agent to forge a reference to clients in a service channel is important to offering higher general buyer experiences. Our partnership with NTT MA has resulted in a brand new set of distinctive AI-based fashions for assessing brokers’ particular behaviors to assist them enhance these experiences. This can be a first in Japan and can certainly assist NTT Advertising and marketing ACT stand out within the market. “

About NICE
With NICE (Nasdaq: NICE), it has by no means been simpler for organizations of all sizes world wide to create extraordinary experiences for patrons whereas assembly key enterprise metrics. With the world’s primary cloud-native buyer expertise platform, CXone, NICE is a world chief in AI self-service software program and agent-assisted CX for the contact middle and past. Greater than 25,000 organizations in additional than 150 international locations, together with greater than 85 of the Fortune 100 corporations, companion with NICE to rework and enhance each buyer interplay. www.nice.com

Trademark Observe: NICE and the NICE brand are emblems or registered emblems of NICE Ltd. All different marks are emblems of their respective house owners. For a whole checklist of NICE manufacturers, see: www.nice.com/nice-trademarks.

Ahead-looking statements
This press launch comprises forward-looking statements as that time period is outlined within the Personal Securities Litigation Reform Act of 1995. Such forward-looking statements, together with statements by Mr. Rushworth, are based mostly on present beliefs, expectations and assumptions. from administration. from NICE Ltd. (the “Firm”). In some instances, such forward-looking statements could also be recognized by phrases resembling “consider”, “count on”, “search”, “might”, “might be”, “intend”, “ought to”, “mission”, “anticipate”, “” plan “,” estimate “or comparable phrases. Ahead-looking statements are topic to quite a few dangers and uncertainties that would trigger the Firm’s precise outcomes or efficiency to vary materially from these described on this doc, together with, however not restricted to, the influence of adjustments in financial and enterprise circumstances, together with because of the COVID-19 pandemic; competitors; profitable execution of the Firm’s development technique; the success and development of the software-as-a-service cloud enterprise of the corporate; adjustments in know-how and market necessities; decreased demand for the Firm’s merchandise; incapability to develop and introduce new applied sciences, merchandise and purposes in a well timed method; difficulties o delays within the absorption and integration of operations, merchandise, applied sciences and personnel acquired; lack of market share; incapability to take care of sure advertising and distribution agreements; the Firm’s reliance on third get together cloud computing platform suppliers, internet hosting services and repair companions; cybersecurity assaults or different safety breaches towards the Firm; the impact of not too long ago enacted or modified legal guidelines, rules or requirements on the Firm and our merchandise and numerous different elements and uncertainties mentioned in our filings with the US Securities and Trade Fee (the “SEC”). For a extra detailed description of the chance elements and uncertainties affecting the corporate, see the Firm’s stories often filed with the SEC, together with the Firm’s Annual Report on Kind 20-F. The forward-looking statements contained on this press launch are made as of the date of this press launch, and the Firm assumes no obligation to replace or revise them, besides as required by regulation.

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Contacts (edit)

Company Media Contact
Christopher Irwin-Dudek, +1 201 561 4442, ET, [email protected]

Traders
Marty Cohen, +1 551 256 5354, ET, [email protected]
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